Customer Success Manager

Innovative law firms and FORTUNE 1000 companies rely on Juristat's patent analytics and workflow automation solutions to improve prosecution outcomes and streamline the most tedious tasks associated with obtaining a patent. We recently closed on a major investment from MBM Capital, and we are deploying these funds to scale our Go-To-Market organization and accelerate the development of our three product lines.  

We are seeking a highly motivated individual to join our Customer Success organization as a Customer Success Manager (CSM).

Responsibilities:

• Manage a book of business of up to 100 accounts
• Understand the customer’s desired outcomes and ensure we are consistently achieving those.
• Drive adoption of our products by serving as a technical subject matter expert, providing proactive guidance and best practices to customers
• Respond clearly and rapidly to customer communications 
• Perform quarterly business reviews in partnership with the dedicated Account Manager
• Maintain an ongoing cadence of communication with customer contacts, and expand engagement with new points of contact/key personas within the account
• Identify opportunities for customer growth and collaborate with the dedicated Account Manager to bring those to fruition
• Diligently record product feedback and feature requests and communicate those to the  Product and Engineering teams
  Create strong rapport with the day-to-day users of our systems and key stakeholders
  Leverage internal systems to track key customer data and interactions
  Provide a best-in-class experience for customers, and create surprise and delight within our customer base!

Qualifications:

• 2+ years in B2B SaaS Customer Success
• Proven track record of strong retention and customer health
• Experience working with mid-market or enterprise accounts
• A self-starter who enjoys the fast pace of a high-growth startup environment
• A critical thinker who has strong attention to detail and is well-organized
• A genuine desire to help people and deliver best-in-class experiences 
• Strong ability to learn difficult subject matter and technologies and convey them simply to prospects
• Tech savvy with proficiency using platforms such as Gainsight, Churnzero, Excel, Powerpoint, and G-Suite
• Experience with the patent industry or selling to law firms a plus, but not required
   

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ABOUT JURISTAT

What if obtaining a U.S. patent was faster, easier, and more predictable? What if we could remove some of the uncertainty and complexity that comes with trying to get a patent at the USPTO? These questions – and the quest to minimize uncertainty and maximize success – are what drive us.

Innovative law firms and companies trust Juristat to improve prosecution outcomes, make more strategic business decisions, and streamline the most tedious tasks associated with obtaining a patent at the USPTO.

At Juristat, we continue to work towards that bold vision for the future of the legal industry. With each new product iteration, we’re one step closer to realizing our mission – to bring more transparency, predictability, and equity to patent prosecution.

We believe the key to that success is building a team of self-motivated, curious people who get things done. We’re obsessed with improvement – in our products, our processes, and ourselves. As an organization, we thrive in small teams that allow us to be fast and flexible and avoid the bureaucracy that slows growth. We are driven by opportunity and our passion for creating change.

WHAT WE OFFER

We enjoy working in a safe, welcoming, and inclusive environment. We all agree to follow a code of conduct. Additionally, we show our team members that we value them by offering the following:

• Remote position with no pressure to ever come back to the office
• Flexible personal leave policy
• Competitive salary
• Medical, dental, and vision coverage
• 401k with up to 4% company match
• Professional development funding
• Fun and flexible work environment

Juristat is an equal opportunity employer. We're excited to work with people no matter their race, color, creed, religion, veteran status, national origin, ancestry, sex, sexual orientation, gender identity or expression, age, marital status, pregnancy status, or mental or physical disability.

We actively work to develop and maintain fully inclusive workspaces. We recognize that career gaps, career changes, personal hardship, or experiences with workplace discrimination can discourage some spectacular candidates from applying. Please do not hesitate to apply — we’d love to hear from you.

Due to the high volume of applicants, we ask that you do not call to inquire about the status of your application. If you are a good fit for the position, you will receive an email inviting you to the next stage. If you have a specific question about the role, please reach out through this form.

All correspondence related to this position will come from a Juristat hiring manager or authorized recruiter via email. We will never contact you via text or Microsoft Teams. Protect yourself against scammers who imitate company job listings. Read more about how to protect yourself against these scams here.