Sr. Customer Success Manager

Since 2012, Rightsline has been revolutionizing rights and royalties management with its leading IP Commerce SaaS platform. Trusted by global innovators like Disney, Amazon, Spotify, and the NFL, our solutions empower rights holders to maximize portfolio value, reduce risk, and increase profitability. Serving industries from media and entertainment to life sciences, our scalable platform combines advanced analytics, business process outsourcing, and decades of expertise to tackle the most complex rights and royalties challenges.

 

With over 300 employees across multiple regions, including the United States, Canada, the United Kingdom, and India, Rightsline fosters a dynamic, collaborative environment where innovation thrives. We’re passionate about creating smarter solutions, encouraging personal growth, and celebrating creativity. Join a team that offers competitive benefits, a supportive workplace, and the opportunity to lead the future of intellectual property management.

Welcome to a world of less data entry and more data integrity. Welcome to the Rightsline reality!

 

The Position

As the most tenured and strongest performer on our team, the Senior Customer Success Manager is the primary architect of value for our most complex enterprise accounts. Reporting to the VP of Customer Success, you will go beyond traditional customer success management to become a visionary partner for our clients. You will uncover new expansion pipeline by uncovering deep-seated business pain points, reviewing complex requirements in partnership with your technical account managers, and identifying new opportunities that align with our customers' long-term goals. You will be compensated on Gross Retention Rate and incentivized to hit a minimum 96% GRR.

Status: Full-Time Opportunity – Our recruitment team is actively seeking candidates for this open position.
**Hiring Remotely - Open to applicants in PST. 

 What you will do:

• Strategic Advisory: Establish yourself as a premier "Trusted Advisor" by positioning Rightsline solutions to drive massive adoption, retention, and strategic growth. This will require you to learn our industry and product suites.
• Executive Partnership: Lead high-stakes executive business alignment and product roadmap demonstrations, consistently touching base with clients to ensure ROI throughout the contract lifecycle.

• Growth Architect: Proactively identify and develop upsell or cross-sell opportunities, crafting sophisticated proposals and statements of work that solve global business challenges. This will include some renewal contract management.
• Customer Advocacy & Voice: Act as the singular, authoritative point-of-contact for strategic accounts, representing the "Voice of the Customer" to internal Product and Engineering teams to prioritize high-impact improvements.
• Cross-Functional Catalyst: Collaborate seamlessly with Professional Services, Engineering, and Account Management to ensure the successful delivery of complex solutions tailored to specific customer objectives.
• Roadmap Visionary: Ignite enthusiasm by aligning our future product roadmap with the customer’s evolving requirements, encouraging deep-level expansion.

What you will bring to the role: 

• Proven Tenure: 7+ years (minimum 5+) of high-level experience in account management, customer success, or tech implementation, specifically within SaaS or Agile environments.
• Industry Expertise: Strong background in Intellectual Property management, specifically within Media & Entertainment rights and licensing.
• Executive Presence: Demonstrable ability to influence key stakeholders at the C-level and turn skeptics into brand advocates through superb communication and listening.
• Technical Savvy: Proficiency in Salesforce, Jira, Confluence, and complex project management tools, including GTM savvy like proficiency in account planning.
• Problem-Solving Mastery: A proven track record of solving complex business processes creatively and managing multiple