Customer Success Manager

IPRally builds AI powered patent search and intelligence software used by companies and patent professionals around the world. Our technology helps customers find and understand technical information faster, supporting decisions around innovation, R&D and intellectual property.

We're looking for a French-speaking Customer Success Manager to join our Customer Success team. You'll look after a portfolio including French-speaking customers, including some of Europe's best-known brands. You'll help them adopt IPRally, get real value from our product, and grow their relationship with us over the long term.
We're looking for someone who already has some experience working with customers in Customer Success, account management, B2B sales or a similar commercial environment. You don't need to know anything about patents when you join us. We'll help you learn the industry and our product.

• build relationships with customers and develop an understanding of their goals, workflows and how IPRally can help them succeed.

• onboard and educate new customers, including running training sessions and helping users become confident with the platform.

• work proactively with customers to drive adoption and make sure they're getting meaningful value from IPRally, rather than waiting for them to come to you with questions.

• recognise when adoption isn't where it should be, address challenges early and identify opportunities where IPRally could provide additional value.

• work together with Sales and the wider Customer Success team on opportunities to grow existing customer relationships.

• act as a voice of the customer internally, sharing feedback and insights with Product and other teams to help us continuously improve what we build.

• become an expert in IPRally yourself. That includes not only learning our product and the patent domain, but also getting comfortable with the AI tools and LLMs we use in our day to day work.
  

You could be a strong fit if you:

• Are professionally fluent in French and English and comfortable building relationships and conducting customer meetings in both languages.

• Have previous experience in Customer Success, account management, B2B sales or another customer-facing commercial role.

• Are comfortable building relationships proactively and taking ownership rather than waiting for customers to come to you.

• Are curious about how customers work and know how to ask good questions to understand what they actually need.

• Can learn a technical product and explain it clearly to different types of users.

• Are organised and reliable when it comes to customer follow-ups and commitments.

• Are interested in developing further within Customer Success and taking on more responsibility over time.

Experience working with French customers or the French market is a strong advantage.

A background in intellectual property, patents, legal technology or a related technical field is a big plus, but isn't required. We'll teach you the patent domain.

Experience using LLMs and AI tools effectively in your work, including good prompting skills, is also an advantage. More important than knowing a particular tool is being curious about how AI can help you work and solve problems more effectively.

You'll join a growing international company where Customer Success works closely with Sales, Product and Engineering, and where you'll have the opportunity to develop both your commercial skills and your understanding of a highly specialised industry.

You'll be given responsibility for real customer relationships while having an experienced team around you to learn from. As you develop, there's room to take on more ownership and grow within Customer Success.

You'll also work with a product where AI isn't just something we talk about. It's at the core of what we build, and increasingly part of how we work internally as well.

Location: We can hire for this role in Finland, Sweden, Germany or the UK.