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# Enterprise IP SaaS Success Manager (Hybrid)

- **Company:** Questel
- **Location:** Leeds, UK (Remote available)
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Equinox (OSGi), Enterprise Software Applications
- **Published:** September 10, 2026
- **Apply:** https://www.collegerecruiter.com/job/2861031475-enterprise-ip-saas-success-manager-hybrid

## About the Role

* Proven experience in a customer success, account management, or client services role
within a B2B SaaS or enterprise software environment.

 * A track record of working with enterprise or professional services clients. Experience with
large law firms is strongly preferred.

 * Working knowledge of Intellectual Property law and practice, especially patent, trademark,
and design filing and prosecution processes.

 * Prior hands-on experience using or implementing an IP Management System (IPMS),
preferably Equinox.

 * Comfortable in technical conversations with Product, Development, and Integration teams,
as well as client IT stakeholders.

 * Experienced in triaging and managing complex, multi-stakeholder client issues through to
resolution.

## Description

We're looking for an enthusiastic and client-focused ELF+ Customer Success Manager to join our Equinox team. This is a fantastic opportunity for someone with a technical mindset and a passion for working with clients to build a career in the Intellectual Property industry.

? The Equinox product: an IP management software for law firms and corporates around the world. Our system helps IP professionals seamlessly manage the protection of their intellectual property portfolio.

This role will include:

> Client Relationship Ownership

 * Serve as the primary, named point of contact for a defined portfolio of ELF+ clients following
system go-live.

 * Build trusted, consultative relationships with key stakeholders at each client, including senior
fee earners, IT leads, and heads of IP.

 * Establish regular structured check-ins and business reviews, ensuring clients never need to
escalate simply to get an update.

 * Proactively identify risk signals early and act before they become churn.

> Issue Management & Internal Triage

 * Own the coordination and communication of all post go live client issues, ensuring timely
progress and resolution through the appropriate internal teams.

 * Translate client problems for internal teams, distinguishing between configuration issues,
product bugs, training gaps, and change requests, and ensuring the correct Equinox function
is engaged.

 * Proactively coordinate with internal stakeholders for updates and resolutions; hold the
business accountable to client commitments.

 * Maintain a live, transparent issues log for each account and provide regular written status
updates to clients without waiting to be asked.

> Escalation Reduction & Proactive Communication

 * Establish a proactive communication rhythm that is intended to make escalation
unnecessary.

 * Function as the escalation point for client concerns, de-escalating effectively while driving
urgent internal action.

 * Coordinate with the Product team to ensure clients are informed ahead of platform updates,
new features, and workflow changes that affect them.

> Product & Process Feedback Loop

 * Be the internal voice of ELF+ clients. Collect and translate client feedback into clear,
actionable recommendations for product and process improvement.

 * Influence roadmap prioritisation and support processes.
 * Support onboarding handover from the implementation team, ensuring a clean transition into
steady-state account management.


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