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Customer Service
Strategic Customer Success Manager
@Rightsline
[Hiring] Strategic Customer Success Manager @Rightsline
Mar 17, 2025 - Rightsline is hiring a remote Strategic Customer Success Manager. 💸 Salary: competitive compensation and health & dental benefits. 📍Location: Northern America, UK, Canada, India.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Reporting to the Director of Customer Success, the Strategic Account Manager will drive expansion revenue with existing strategic enterprise accounts. This role will respond to client queries, review business requirements, uncover pain points, organize product demos, manage project RFP submissions, and identify new business opportunities among existing customers. As the Strategic Account Manager, you will liaise with cross-functional internal teams (including Professional Services, Customer Success, Engineering and Product teams) to improve the entire customer experience. This position may require occasional travel.
We are looking to fill this role in a remote environment
- Lead: you will serve as the lead point of contact for all customer account management matters (excluding general service ticket management)
- Build: you will actively build and manage customer relationships across all stakeholders to increase adoption, ensure retention, and increase satisfaction
- Advise: you will establish a trusted advisor relationship with your clients and strategically position our solution, driving adoption and growth
- Communicate: you will consistently touch base with clients throughout the contract lifecycle through preparing for and leading customer meetings, executive business reviews, and product demonstrations
- Upsell: you will work to identify/develop upsell or cross-sell opportunities and craft proposals or statements of work while providing visibility through updating our CRM
- Collaborate: you will collaborate cross-functionally with product, sales, support, professional services and others to provide support, solutions for meeting customer needs, and progress customer growth
- Advocate: you will be the single point-of-contact for customers. You will represent the voice of the customer to internal teams to prioritize product improvements as well as ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Infuse enthusiasm: you will ignite a sense of excitement with the client through understanding the future roadmap and alignment to customer’s future requirements while encouraging adoption and expansion where possible
- Facilitate: you will facilitate customer requests and escalate issues as needed
Qualifications
- 5+ years account management, project management, customer success or customer facing implementation experience
- BA/BS degree in Business Administration, Information Systems, Commerce or relevant field, desired
- Experience in Intellectual Property management (Media & Entertainment with entertainment rights and licensing is preferable)
- Experience working in SaaS based applications and Agile development environments is preferable
- Experience delivering comprehensive tech solutions to customer needs
- Experience in Salesforce, Jira, Confluence and other project management tools
- Proven ability to quickly understand complex business processes and requirements, and solve problems creatively
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
- Outstanding time management skills and proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Superb writing, communication, and listening skills. Able to understand objections and turn skeptics into advocates
- Strong familiarity with project management software tools, methodologies, and best practices
- A Lifelong Learner. We’re growing fast, so to keep up with us you’ll need to be personally focused on training, self-improvement, and professional development
- Collaborative and coachable mentality that prioritizes ‘we’
- Desire to break the status quo and build something awesome
- Proven ability to make strong connections and overcome rejection to achieve results
- Project Management Professional (PMP) certification preferred
Benefits
- Competitive Compensation and Health & Dental Benefits
- 401K / RRSP Match Program
Company Description
- At Rightsline we encourage inclusiveness, purpose and innovation
- We offer flexible work hours, birthdays off, alternating 4-day work weeks, one-time home office allowance, unlimited vacation time, team socials, happy hours and career progression in a high growth environment
- Rightsline was the very 1st cloud-based rights and contract management platform
- You will become part of an amazing culture with a supportive executive team, smart colleagues who truly care, and a global team that’s been rocking this virtual collaboration thing since before anyone had ever heard the term COVID19
- You’ll often hear “Yes, let’s try that!” and then have the chance to execute your ideas
- You will grow more here than you would at any other company. That’s a promise
- A People First Company - 4.2 rating on Glassdoor
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| 📍 | Be aware of the location restriction for this remote position: Northern America, UK, Canada, India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
competitive compensation and health & dental benefits
|
Remote
Location
Northern America, UK, Canada, India
|
|
Job Type
full-time
|
Posted
Mar 17, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Northern America, UK, Canada, India |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
