Customer Success Manager

NLPatent is a fast-growing technology company building AI software for patent professionals. In simple terms, we help lawyers and innovation teams quickly understand patents so they can make smarter decisions about new ideas and technologies.

Our platform uses AI we’ve built in-house to read and analyze patents in a way that mirrors how experts think. It’s used by leading law firms, global companies, and top universities around the world, and it’s changing how patent work gets done.

We recently raised $3M USD from top Silicon Valley investors and are growing quickly. We’re now expanding our go-to-market team and looking for curious, driven people who want to learn, grow fast, and help bring cutting‑edge technology to market.

You’ll focus on onboarding new customers, driving early adoption, and supporting an existing book of business to ensure customers realize value from the platform. This role will initially support a global customer base, with the opportunity to take ownership of a defined segment or region over time.

You’ll report directly to Sales leadership and play a key role in shaping the customer experience, driving retention, and contributing to the growth of our Customer Success function.

• Own the onboarding experience end-to-end, helping customers reach first value quickly and setting the foundation for long-term success.
• Run regular check‑ins and Quarterly Business Reviews to demonstrate value, align on priorities, and uncover opportunities to deepen the relationship.
• Manage and grow a portfolio of customers, taking full ownership of customer health, retention, and overall success.
• Proactively monitor engagement and usage, identifying risks early and stepping in to drive adoption and prevent churn.
• Partner closely with Account Executives to identify and support expansion opportunities within your book of business.

• Self-starter who thrives in a fast-paced, entrepreneurial environment and takes ownership of outcomes
• 2+ years of experience managing a book of business and owning customer relationships end-to-end
• Confident engaging with senior stakeholders, including executives and C‑suite leaders
• Strong written and verbal communication skills, with the ability to convey ideas clearly and build trust
• Solution-oriented thinker who learns quickly, solves problems creatively, and follows through to resolution
• Collaborative team player who is coachable, open to feedback, and motivated to continuously improve

• Be an early hire and help build our CSM program from the ground up
• Learn directly from Leadership team
• Exposure to enterprise customers and complex sales cycles
• Hybrid work model based out of our Toronto office
• Fast-growing AI company with real-world impact
• Annual company offsites across the globe

• Competitive base salary + commission (OTE)