Customer Success Manager

Patsnap - Toronto, ON (30+ days ago)

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PatSnap Vision

PatSnap is a global, hyper-growth, venture-backed start-up with offices in London, Beijing, Shanghai, Suzhou, Singapore and LA. Our cloud-based software enables innovators to be more effective in their research and investment decisions and bring new inventions to market faster.

Our hyper-growth trajectory is powered by our people, and we are extremely proud of our company-wide vision, work ethic, and entrepreneurial spirit. Ideas are always welcome, regardless of seniority, because we believe that open innovation amplifies success throughout every department: product development, marketing, sales or operations.

PatSnappers like to learn, grow and make a difference. Join us and be part of our story.

What is Customer Success?

Customer Success lies at the heart of PatSnap’s customer retention and growth strategy. The Customer Success Manager is a high impact individual contributor position responsible for building and developing strong partnerships with our customers. Our goal is to maximize the impact of their subscriptions through high adoption and subsequent value realization. The CSM will develop a deep knowledge of their customers’ business and create customized success plans to help them meet their objectives. The AM is ultimately responsible for the retention of customers from initial sale through to contract renewal.

What can I expect to do?

You will be the key point of contact for all customer account management matters for a book of business consisting of our mid-size customers, working towards an annual gross renewal target.
Build and maintain strong, long-lasting client relationships, ensuring PatSnap is delivering exceptional value to our clients as quickly as possible
Negotiate contracts and close agreements to maximize ARR retention
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
Collaborate with sales team to identify and grow opportunities within territory

Why would I love this role?

You show the potential to articulate solutions and deliver business cases that resonate with our customers
You have some experience using account planning frameworks to prioritise key tasks and activities within your book of business, with a focus on value-based outcomes
You have strong listening, negotiation and presentation abilities
You are highly customer centric and are driven by having a positive impact on PatSnap's customers
You are highly presentable, unflustered and relish the opportunity to deal with all manner of clients, in environments that others would consider challenging
Track record of performance against a gross renewal-based target
You have commercial experience across multiple industries and geographies

What are the challenges?

As with any role within a fast-growing SaaS business you have to be able to flex to changing business priorities, so if you are adaptable and embrace change then you should thrive in this environment.
Our structure is relatively flat and non-hierarchical and egos don't fly here so no job is too big or too small, we all get stuck in to make the business successful, so you better get ready to roll up your sleeves!
Expansion is a major theme, so as you can expect we are facing new situations and market opportunities which we've not encountered previously, therefore these isn’t always someone's footsteps to follow, you will need to be able to work as a pioneer, carving the path and sharing your learnings with your colleagues.

What's in it for me?

Unparalleled career progression in a hyper growth SaaS organisation (backed by Sequoia, Summit Partners, and Xiaomi’s founder) with a multi-cultural, East-meets-West DNA.
A market leading product in an innovative space, PatSnap's mission is to help companies accelerate innovation.
Incredible variety as we serve R&D teams that work on everything from sending us to Mars, discovering life-saving drugs, thrilling us with F1 cars, and sustaining us with preserved foods.
Competitive salary package, with an industry leading commission plan and great benefits, located in a beautiful business park
Red tape? What red tape? – at PatSnap you will be more than just a cog of an organisational machine, we encourage you to challenge the status quo and provide opportunities for do-ers and learners

We hold our values strongly:
Integrity without compromise
Self-learning & practitioner mindset
Dare to dream big and make mistakes
Customer-centricity
Teamwork and sharing
Radical candor with courage