Senior Customer Success Manager

About MarqVision Protect and build a future shaped by original ideas, innovations and creativity. Threats to brand integrity are scaling fast. We're building the intelligence to scale faster. MarqVision is the brand integrity partner for the world's most ambitious companies, providing AI-powered detection and enforcement across 1,500+ platforms in 115+ countries. We don't just flag problems; we eliminate them at scale so brands can grow with confidence. Founded in 2020 and backed by SoftBank, Y Combinator, DST Global Partners, HSG, and Salesforce Ventures, we've been recognized with an LVMH Innovation Award and named to the Inc. 5000 list of America's fastest-growing private companies in 2025. If you want to work at the intersection of AI, global commerce, and IP, this is the place. How You'll Make an Impact: As a Senior Customer Success Manager based in our London office, you'll own the full lifecycle of a portfolio of MarqVision customers, from onboarding through renewal, acting as their trusted partner and single point of accountability. You’ll work closely with teams across MarqVision to ensure customers get full value from our platform and services, and help brands across the UK and Europe protect and grow with confidence. We're looking for someone self-motivated and proactive, a natural relationship builder who is comfortable managing multiple senior stakeholders across large, complex organisations. What You'll Do: • Serve as the primary point of contact for a portfolio of customer accounts across the full lifecycle: onboarding, training, check-in calls, business reviews, feature implementation, and renewals • Build and maintain relationships at all levels of the customer organisation, including executive sponsors, to understand business priorities and cultivate internal advocacy • Proactively monitor account health, identify risk, and execute mitigation plans, escalating internally when needed • Drive adoption of MarqVision’s offering, ensuring customers are leveraging the functionality available to them • Identify expansion opportunities and partner with Sales to grow account value • Define timelines, milestones, and success criteria for customer initiatives and see them through to completion • Partner with Sales, Operations, Product, Engineering, and specialist teams to address customer requests and strategise account growth • Act as the voice of the customer internally, sharing feedback that shapes our product and improves the customer experience What You’ll Bring • 4+ years of Customer Success and/or Account Management experience within brand protection, ideally managing customers in the UK and European markets • Proven experience owning renewals and expansions, including multi-stakeholder relationships • Ability to demonstrate strategic thinking to grow partnership value across complex customer organisations • Excellent customer-facing skills: training, coaching, executive-level discussion management, conflict resolution, and the 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 as well as business and technical acumen • Business fluency in French Bonus Signal • Familiarity with marketplace or platform enforcement programmes (e.g., Amazon Brand Registry and similar) • Experience working with enterprise customers or in a high-growth startup environment Why Become a MarqVisioner • Holiday to take the time you need, when you need it, plus UK bank holidays • Hybrid work model designed for focus and flexibility • Equity in every offer, because you should own a piece of what you're building • Private medical and dental insuranc