To apply, please email your resume to [email protected]

About the Role

Innovation is our economy’s most-valuable asset - but the tools businesses use to collect, protect, and commercialize this innovation are stuck in the past. Tradespace is re-envisioning how companies manage their intellectual property. Our AI platform enables IP teams to collect more ideas, file stronger patents, and build world-class IP portfolios -replacing the $100B the spend on lawyers.

We are seeking a dynamic, highly-driven, founding member of our Customer Success team. You will own a portfolio of accounts, but will also work directly with our management team to help build the foundations of oura world-class CS function, This includes the systems and processes we use to onboard new accounts, conduct strategic QBRs, and ensure a continual feedback loop between our customers and the product team.

Key Responsibilities:

• Account Ownership & Management:
  • Manage a portfolio of accounts, including onboarding, renewal, expansion, and ongoing customer relationships.
  • Lead onboarding processes, ensuring smooth transitions, effective data migration, and comprehensive data audits.
  • Attend occasional in-person visits and/or industry events.
  • Conduct Quarterly Business Reviews (QBRs) to maintain strong, strategic client engagement.
  • Oversee renewals and identify opportunities for expansion and upsell across the customer portfolio.
• CS Leadership
  • Work directly with our Head of CS and Management team to build out the systems and processes we use to support our customers and drive expansion
• Customer Advocacy & Feedback:
  • Serve as the point of contact for customer inquiries, ensuring swift resolution of issues.
  • Capture and track customer feedback and feature requests, ensuring that the customer voice directly influences our product development and messaging.
  • Collaborate with cross-functional teams to relay actionable insights and drive continuous product and process improvements.

About you:

• Experience:
  • At least 4 years of experience in CS for B2B SaaS.
  • Experience working in a fast-paced, dynamic environment like an early-stage startup
  • Demonstrated success building processes and implementing systems on a small, agile CS team
• Skills:
  • Exceptional communication and interpersonal skills, with the ability to effectively engage both technical and non-technical stakeholders.
  • Strong organizational and project management abilities.
  • Experience with onboarding and customer lifecycle management.
  • Proactive, results-driven, and comfortable navigating ambiguity in a rapidly evolving setting.
  • Navigate challenges and opportunities in a dynamic, growth-oriented environment.
• Mindset:
  • Embrace ambiguity with a creative, scrappy, and positive attitude.
  • Ability to integrate both SaaS and industry-specific perspectives to deliver holistic solutions.
  • A genuine passion for customer success and a commitment to driving measurable client value.

Preferred Qualifications:

• Experience leading QBRs.
• Expertise with customer success tools and CRM systems.
• A passion for learning about complex subject matter like AI and intellectual property.
• Experience navigating the ambiguity, and sometimes chaos, of the 0 to 1 phase of growth.