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 revisioning how teams manage their intellectual property. Our AI platform enables IP teams to collect more ideas, file stronger patents, and build world-class IP portfolios - all while keeping costs down.

We are seeking a dynamic, highly-driven Customer Success Manager to be a Founding Member of our Customer Success team. You will own a portfolio of accounts, but will also help build the foundations of our CS team, 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 pilot programs, 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, data migration, 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 in pilot program management and conducting QBRs.
• Familiarity with customer success tools and CRM systems.
• An interest in or background related to AI and/or legal tech enhancing your ability to provide tailored solutions.
• Experience navigating the ambiguity, and sometimes chaos, of the 0 to 1 phase of growth.

What We Offer:

• The opportunity to join a dynamic, innovative team.
• The opportunity to be at the forefront of the AI revolution.
• Competitive compensation, comprehensive benefits, and substantial growth opportunities.
• A collaborative culture where every team member’s insights are valued and can shape the future of Tradespace.

Benefits:

• Health, dental, and vision insurance
• 401k
• Take what you need vacation policy
• Generous parental leave for both primary and secondary caregivers

Range: $120,000 - $165,000 per year OTE

This represents the minimum and maximum of the range for this position based at our San Francisco headquarters. The OTE offered for this position will depend on numerous factors, including individual proficiency, amount of directly relevant experience, and the location of the selected candidate. Our OTE is just one component of Tradespace’s total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), and a commitment to career growth and development. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.