Customer Success Manager

About Us:

IP Author is the world's leading GenAI patent drafting and office action platform, created by Dolcera. We're used by hundreds of practitioners around the world, both within law firms and corporations. We're building a world-class team to drive our growth and success.

Job Summary:

We're seeking an experienced Customer Success Manager to ensure our users get the most out of our product. As a Customer Success Manager, you'll be the primary point of contact for our customers, helping them successfully write patent applications, respond to office actions, and customize the product to their needs. Your goal is to drive customer adoption, retention, and satisfaction, while identifying opportunities to upsell and cross-sell our solutions.

Key Responsibilities:

• Onboard new customers, providing training and support to ensure a smooth transition to our platform
• Develop and maintain strong relationships with customers, understanding their needs and goals
• Conduct regular check-ins, providing guidance on best practices, and addressing customer concerns
• Collaborate with internal teams (Product, Engineering, and Sales) to resolve customer issues and improve the overall customer experience
• Identify and prioritize customer feature requests, working with the Product team to incorporate them into our roadmap
• Develop and execute customer success plans, tracking key metrics and adjusting strategies as needed
• Analyze customer data to identify trends, opportunities, and challenges, providing insights to inform product development and sales strategies
• Create and maintain customer success content (e.g., blog posts, case studies, webinars) to showcase customer achievements and best practices

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a related field
• Proven track record of driving customer adoption, retention, and satisfaction
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
• Experience with patent drafting, office action responses, or intellectual property law is a plus
• Enterprise and law firm experience is highly desirable
• MBA or equivalent degree is nice to have

What We Offer:

• Competitive salary and benefits package
• Opportunity to work with a cutting-edge GenAI platform
• Collaborative and dynamic work environment
• Professional growth and development opportunities
• Flexible work arrangements (remote or Hyderabad-based)