ELF+ Customer Success Manager

⭐ Your next adventure awaits here ⭐

We’re looking for an enthusiastic and client-focused ELF+ 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 ELF+ 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 ELF+ 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 candidate must be:

• Proven experience in a customer success, account management, or client services role
  within a B2B SaaS or enterprise software environment.
• A track record of working with enterprise or professional services clients. Experience with
  large law firms is strongly preferred.
• Working knowledge of Intellectual Property law and practice, especially patent, trademark,
  and design filing and prosecution processes.
• Prior hands-on experience using or implementing an IP Management System (IPMS),
  preferably Equinox.
• Comfortable in technical conversations with Product, Development, and Integration teams,
  as well as client IT stakeholders.
• Experienced in triaging and managing complex, multi-stakeholder client issues through to
  resolution.
  

If you’ve got this far down the page, we’re hoping it’s because something has resonated with you. Our biggest piece of advice when applying for this role is to be yourself, be curious and look for ways to enjoy and learn from the process. The rest will fall into place.

Join Questel, a growing international company, and live a great human adventure! 🤝

What we have to offer…

• Full time - permanent contract
• Flexible working hours, hybrid office/home working
  
• 25 days annual leave that increases with length of service
  
• An inclusive culture and international team: Offices in the USA, EMEA and APAC
• Best of both worlds: agility and growth with structured onboarding and continuous learning
  
• A friendly team of intelligent, techy, creative and supportive people. We believe having fun is key to our wellbeing and our ability to produce high quality work

Job location: UK - Leeds (hybrid)

Driven by values of entrepreneurship, respect, and integrity, Questel is committed to growth and social responsibility. We foster an inclusive, equitable workplace where all feel respected and empowered, regardless of background. Questel is an Equal Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected factors.