Customer Success Manager - Intellectual Property Software

⭐ Your next adventure awaits here ⭐

We’re looking for an enthusiastic and client-focused Customer Success Manager to join our Equinox team. This is a fantastic opportunity for someone with a technical mindset and a passion for working with clients to build a career in the Intellectual Property industry.

🔎 The Equinox product: an IP management software for law firms and corporates around the world. Our system helps IP professionals seamlessly manage the protection of their intellectual property portfolio.

This role will include:

> Client Relationship Ownership
• Serve as the primary, named point of contact for a defined portfolio of EC+ clients following
system go-live.
• Build trusted, consultative relationships with key stakeholders at each client, including senior
fee earners, IT leads, and heads of IP.
• Establish regular structured check-ins and business reviews, ensuring clients never need to
escalate simply to get an update.
• Proactively identify risk signals early and act before they become churn.

> Issue Management & Internal Triage

• Own the coordination and communication of all post go live client issues, ensuring timely
  progress and resolution through the appropriate internal teams.
• Translate client problems for internal teams, distinguishing between configuration issues,
  product bugs, training gaps, and change requests, and ensuring the correct Equinox function
  is engaged.
• Proactively coordinate with internal stakeholders for updates and resolutions; hold the
  business accountable to client commitments.
• Maintain a live, transparent issues log for each account and provide regular written status
  updates to clients without waiting to be asked.

> Escalation Reduction & Proactive Communication

• Establish a proactive communication rhythm that is intended to make escalation
  unnecessary.
• Function as the escalation point for client concerns, de-escalating effectively while driving
  urgent internal action.
• Coordinate with the Product team to ensure clients are informed ahead of platform updates,
  new features, and workflow changes that affect them.

> Product & Process Feedback Loop

• Be the internal voice of EC+ clients. Collect and translate client feedback into clear,
  actionable recommendations for product and process improvement.
• Influence roadmap prioritisation and support processes.
• Support onboarding handover from the implementation team, ensuring a clean transition into
  steady-state account management.
  

The successful can