Sr. Customer Success Manager

Rightsline•New York, NY

1d•Remote

About The Position

As the most tenured and strongest performer on our team, the Senior Customer Success Manager is the primary architect of value for our most complex enterprise accounts. Reporting to the VP of Customer Success, you will go beyond traditional customer success management to become a visionary partner for our clients. You will uncover new expansion pipeline by uncovering deep-seated business pain points, reviewing complex requirements in partnership with your technical account managers, and identifying new opportunities that align with our customers' long-term goals. You will be compensated on Gross Retention Rate and incentivized to hit a minimum 96% GRR.

Requirements

Proven Tenure: 7+ years (minimum 5+) of high-level experience in account management, customer success, or tech implementation, specifically within SaaS or Agile environments.
Industry Expertise: Strong background in Intellectual Property management, specifically within Media & Entertainment rights and licensing.
Executive Presence: Demonstrable ability to influence key stakeholders at the C-level and turn skeptics into brand advocates through superb communication and listening.
Technical Savvy: Proficiency in Salesforce, Jira, Confluence, and complex project management tools, including GTM savvy like proficiency in account planning.
Problem-Solving Mastery: A proven track record of solving complex business processes creatively and managing multiple high-stakes projects with sharp attention to detail and documentation.
Value-Driven Mentality: A collaborative, "we-first" mindset with a desire to break the status quo and build something exceptional.
Lifelong Learner: A personal focus on self-improvement and professional development in a fast-growing, high-growth environment.

Responsibilities

Strategic Advisory: Establish yourself as a premier "Trusted Advisor" by positioning Rightsline solutions to drive massive adoption, retention, and strategic growth. This will require you to learn our industry and product suites.
Executive Partnership: Lead high-stakes executive business alignment and product roadmap demonstrations, consistently touching base with clients to ensure ROI throughout the contract lifecycle.
Growth Architect: Proactively identify and develop upsell or cross-sell opportunities, crafting sophisticated proposals and statements of work that solve global business challenges. This will include some renewal contract management.
Customer Advocacy & Voice: Act as the singular, authoritative point-of-contact for strategic accounts, representing the "Voice of the Customer" to internal Product and Engineering teams to prioritize high-impact improvements.
Cross-Functional Catalyst: Collaborate seamlessly with Professional Services, Engineering, and Account Management to ensure the successful delivery of complex solutions tailored to specific customer objectives.
Roadmap Visionary: Ignite enthusiasm by aligning our future product roadmap with the customer’s evolving requirements, encouraging deep-level expansion.

Benefits

Competitive Base Salary + Commission Opportunity: At Rightsline, we offer a competitive package that reflects the unique skills, experience, and certifications you bring to the role. Your starting point within this range will be determined by your niche expertise, collaborative initiative, and specialized skill sets you bring to our team. In addition to these variables, we also take into consideration internal equity and regional labour markets to ensure our offers remain fair, balanced, and aligned with our evolving team’s needs.
Comprehensive Health & Wellness: A competitive benefits package covering health, dental, and vision to support you and your family.
Building Your Financial Future: A 401K/RRSP Match Program to help you reach your long-term savings goals.
Career Growth Opportunities: Continuous learning and career growth opportunities.
flexible work hours
birthdays off
one-time home office allowance
unlimited vacation time
team socials
happy hours
career progression in a high growth environment