Questel
Customer Success Manager - Intellectual Property Software
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ELF+ Customer Success Manager – Questel
Questel is seeking an enthusiastic and client-focused ELF+ Customer Success Manager to join our cutting-edge Equinox team. This is an exciting opportunity for someone with a technical mindset and a passion for working with clients to build a career in the Intellectual Property (IP) industry.
🔎 About the Equinox product: The Equinox software is an IP management solution for global law firms and enterprises, helping IP professionals streamline the protection of their intellectual property portfolios.
About the Role
The ELF+ Customer Success Manager will:
- Own and enhance client relationships, ensuring satisfaction and reducing churn
- Manage client onboarding and transition from implementation to steady-state support
- Collaborate across teams (Product, Development, IT) to resolve issues and improve processes
Key Responsibilities
Client Relationship Ownership
- Serve as the primary point of contact for a defined portfolio of ELF+ clients
- Build trusted, consultative relationships with key stakeholders, including:
- Senior fee earners
- IT leads
- Heads of IP
- Conduct regular structured check-ins to identify matters before they escalate
- Prevent churn through proactive, transparent communication
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Issue Management & Internal Triage
- Own end-to-end coordination of post-go-live client issues
- Classify and escalate concerns correctly between:
- Configuration adjustments
- Product bugs
- Training gaps
- Change requests
- Hold the business accountable for client commitments
- Maintain a transparent issue log and provide regular updates
Escalation Reduction & Proactive Communication
- Establish predictable communication channels to minimise unnecessary escalations
- Function as the primary escalation point, resolving issues efficiently
- Inform clients proactively about updates, new features, and workflow changes
Product & Process Feedback Loop
- Act as the voice of clients within the organisation
- Convert feedback into actionable recommendations for product and process improvements
- Influence roadmap prioritisation and optimise support processes
Qualifications & Experience
The ideal candidate will have: ✅ Proven experience in customer success, account management, or client services in B2B SaaS or enterprise software ✅ Hands-on experience working with large law firms and enterprise clients ✅ Strong understanding of Intellectual Property (IP) practices, particularly:
- Patent prosecution
- Trademark filing
- Design protection ✅ Practical experience using or implementing an IP Management System (IPMS), ideally Equinox ✅ Ability to communicate effectively with technical teams (Product, Dev, IT) and client stakeholders ✅ Problem-solving skills in multistakeholder issue resolution
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About Questel
Questel is a global, agile-and-structured company with a commitment to human-centric values. Our team operates across the USA, EMEA, and APAC.
Why Join Us?
- 🕒 Flexible working (hybrid in Leeds)
- ☀️ 25 days (increasing) annual leave
- 🌍 Inclusive, collaborative culture
- 📈 Space for growth and continuous learning
- Team of supportive, talented professionals
Driven by entrepreneurship, respect, and integrity, Questel fosters an equitable workplace and remains an equal opportunity employer.
We welcome curious, authentic applicants who share our vision. Let’s create something great together! 🚀
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