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About the Role
As a Senior Customer Success Manager, you will own the full lifecycle of a portfolio of MarqVision customers, acting as their trusted partner and single point of accountability. You will ensure customers derive maximum value from our platform and services, helping brands across the UK and Europe protect and grow with confidence. This role requires a self-motivated, proactive individual who excels at building relationships and managing multiple senior stakeholders within large, complex organizations.
Responsibilities
- Serve as the primary point of contact for customer accounts throughout their lifecycle, including onboarding, training, check-in calls, business reviews, feature implementation, and renewals.
- Build and maintain relationships at all levels of customer organizations, including executive sponsors, to understand business priorities and foster internal advocacy.
- Proactively monitor account health, identify risks, and implement mitigation plans, escalating internally as needed.
- Drive adoption of MarqVision's offerings, ensuring customers effectively utilize available functionality.
- Identify expansion opportunities and collaborate with Sales to increase account value.
- Define and manage timelines, milestones, and success criteria for customer initiatives.
- Partner with Sales, Operations, Product, Engineering, and specialist teams to address customer requests and strategize account growth.
- Act as the voice of the customer internally, providing feedback to shape product development and enhance the customer experience.
Requirements
- 4+ years of Customer Success and/or Account Management experience, preferably in brand protection.
- Experience managing customers in the UK and European markets.
- Proven experience owning renewals and expansions, including managing multi-stakeholder relationships.
- Ability to demonstrate strategic thinking to grow partnership value within complex customer organizations.
- Excellent customer-facing skills, including training, coaching, executive-level discussion management, and conflict resolution.
- Ability to creatively explain and present complex concepts in an easy-to-understand manner.
- Comfort working cross-functionally with colleagues across multiple time zones.
- Strong written and verbal communication skills.
- Strong business and technical acumen.
- Business fluency in French.
Skills
- Customer Success
- Account Management
- Brand Protection
- Relationship Building
- Stakeholder Management
- Strategic Thinking
- Customer Facing Skills
- Communication Skills
- Business Acumen
- Technical Acumen
Location
- London
Work Type
- Hybrid
Experience Level
- Senior
Benefits
- Holiday to take the time you need, when you need it, plus UK bank holidays
- Hybrid work model
- Equity in every offer
- Private medical and dental insurance
- Parental leave
- Workplace pension scheme with employer contribution
About the Company
- MarqVision is the brand integrity partner for ambitious companies, providing AI-powered detection and enforcement across 1,500+ platforms in 115+ countries.
- Founded in 2020 and backed by SoftBank, Y Combinator, DST Global Partners, HSG, and Salesforce Ventures.
- Recognized with an LVMH Innovation Award and named to the Inc. 5000 list of America's fastest-growing private companies in 2025.
- Works at the intersection of AI, global commerce, and IP.
- Believes real growth comes with attracting the brightest minds, motivating them to succeed, and ensuring plenty of fun.
Equal Opportunity
- MarqVision is an equal opportunities employer and encourages applicants of all backgrounds to apply.
- Welcomes applications regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.
- Committed to building a diverse and inclusive workforce.
- Provides reasonable adjustments during the application or interview process upon request.