カスタマーサクセスマネージャー/ Customer Success Manager

A leading intellectual property software company is seeking a Customer Success Manager. The selected candidate will drive client engagement, deliver training and workshops, support product adoption, identify growth opportunities, and collaborate with internal teams to maximise client satisfaction and retention. This is a hybrid setup role.

Responsibilities:

• Manage and nurture a portfolio of high-profile and strategic accounts as the primary point of contact
• Deliver customised training sessions on Orbit Intelligence and its latest features
• Promote new features and add-ons to increase product adoption and identify upsell opportunities
• Support the Key Account Manager in securing upsell agreements
• Organise and conduct client workshops tailored to specific business needs
• Collect feedback, satisfaction status, and enhancement requests from clients
• Monitor client success metrics and take proactive measures to prevent churn
• Conduct on-site visits and training sessions to strengthen client relationships
• Identify and pursue upsell opportunities across the Orbit suite
• Act as a subject matter expert on Orbit Intelligence and stay informed on product updates and developments
• Participate in SME meetings and contribute to the product knowledge base
• Collect and analyse client feedback to support product development and enhance the client experience
• Attend trade fairs and user meetings to engage with the customer community
• Develop content including articles and webinars to educate clients on product capabilities and best practices
• Manage and nurture strategic accounts that contribute to the reputation of the IPBI product line

Requirements:

• Experience in customer success or account management with enterprise-level accounts
• Strong understanding of intellectual property software (Orbit Intelligence)
• Ability to deliver training sessions and presentations effectively
• Analytical mindset with experience gathering and processing client feedback
• Proficiency in creating content and leading digital engagement initiatives

About the Company:

A specialised technology company providing intellectual property and innovation management solutions. The organisation supports clients through advanced software platforms that enhance research, analysis, and decision-making capabilities.

Keywords:

カスタマーサクセス, アカウントマネジメント, 顧客対応, エンタープライズ営業, 知的財産, 特許分析, ソフトウェア導入支援, 顧客維持, アップセル, ユーザートレーニング, ワークショップ運営, プロダクトアダプション, 顧客満足度, デジタルコミュニティ, 求人, 外資系

Job Ref: F3DGCM