Since 2012, Rightsline has been revolutionizing rights and royalties management with its leading IP Commerce SaaS platform. Trusted by global innovators like Disney, Amazon, Spotify, and the NFL, our solutions empower rights holders to maximize portfolio value, reduce risk, and increase profitability. Serving industries from media and entertainment to life sciences, our scalable platform combines advanced analytics, business process outsourcing, and decades of expertise to tackle the most complex rights and royalties challenges.

With over 300 employees across multiple regions, including the United States, Canada, the United Kingdom, and India, Rightsline fosters a dynamic, collaborative environment where innovation thrives. Were passionate about creating smarter solutions, encouraging personal growth, and celebrating creativity. Join a team that offers competitive benefits, a supportive workplace, and the opportunity to lead the future of intellectual property management.

Welcome to a world of less data entry and more data integrity. Welcome to the Rightsline reality!

The Position

Reporting to the Director of Customer Success, the Customer Success Specialist will drive expansion revenue with existing customer accounts. This role will respond to client queries, review business requirements, uncover pain points, organize product demos, manage project RFP submissions, and identify new business opportunities among existing customers. As the Customer Success Specialist, you will liaise with cross-functional internal teams (including Professional Services, Customer Success, Engineering and Product teams) to improve the entire customer experience. This position may require occasional travel.

**We are looking to fill this role in a remote or hybrid environment**

What you will do:

• Lead: you will serve as the lead point of contact for all customer account management matters (excluding general service ticket management)
• Build: you will actively build and manage customer relationships across all stake holders to increase adoption, ensure retention, and increase satisfaction
• Advise: you will establish a trusted advisor relationship with your clients and strategically position our solution, driving adoption and growth
• Communicate: you will consistently touch base with clients throughout the contract lifecycle through preparing for and leading customer meetings, executive business reviews, and product demonstrations
• Upsell: you will work to identify/develop upsell or cross sell opportunities and craft proposals or statements of work while providing visibility through updating our CRM
• Collaborate: you will collaborate cross functionally with product, sales, support, professional services and others to provide support, solutions for meeting customer needs, and progress customer growth
• Advocate: you will be the single point-of-contact for customers. You will represent the voice of the customer to internal teams to prioritize product improvements as well as ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Infuse enthusiasm: you will ignite a sense of excitement with the client through understanding the future roadmap and alignment to customers future requirements while encouraging adoption and expansion where possible
• Facilitate: you will facilitate customer requests and escalate issues as needed

What you will bring to the role:

Required Knowledge and Skills....

• 2+ years in a Customer Success or Account Management role.
  
• You are familiar with cloud software/SaaS products with 2+ years industry experience.
• You have experience meeting revenue targets or quotas.
• You have professional experience working in media rights management, IP Commerce and/or software as a service.
  
• You have superb structured, analytical thinking skills.
  
• You are a self-starter and can work autonomously but also enjoy collaborating with others, mentoring and teaching.
  
• You're skilled at finding ways to unblock yourself, your customer, and your team
  
• You have customer facing experience (customer service, program management, consulting or sales) that includes issue resolution and escalation management at both the business owner and executive levels
  

Preferred Knowledge and Skills

• You have a strong understanding of the media industry and its components, including the Production process, content licensing, rights management, royalties, and available reporting
• You have a BA/BS or MS degree or equivalent work experience
• Experience delivering client-focused solutions to customer needs
• Experience in Jira, Confluence, Pendo, Mail Chimp and project management tools
• You have demonstrated a proven ability to collaborate and build strong relationships in previous positions.

Compensation:

• Competitive Compensation and Health & Dental Benefits
  
• RRSP Match Program
• Flexible work options

The Rightsline Advantage

At Rightsline we encourage inclusiveness, purpose and innovation. We offer flexible work hours, birthdays off, alternating 4-day work weeks, one-time home office allowance, unlimited vacation time, team socials, happy hours and career progression in a high growth environment.

• Rightsline was the very 1st cloud-based rights and contract management platform, so were used to innovation. Were also used to incredible growth if youre into that sort of thing.
• You will become part of an amazing culture with a supportive executive team, smart colleagues who truly care, and a global team thats been rocking this virtual collaboration thing since before anyone had ever heard the term COVID19.
• Youll often hear Yes, lets try that! and then have the chance to execute your ideas.
• You will grow more here than you would at any other company. Thats a promise.
• A People First Company - 4.2 rating on Glassdoor

Our 5 Stage Recruitment Process

1. 
   Review - We review applications and screen based on a variety of criteria
2. 
   Phone - Candidates will be screened via a quick 20-minute Zoom meeting to discuss the role opportunity
3. 
   Interview - We will conduct 2-3 stages of interviews via Zoom
4. Task - Finalists will complete a small task to show off their skills.
5. 
   Offer - We will make an offer to the candidate that we feel would excel most in the role.

**Please be advised that only those candidates selected for interviews will be contacted, and references will be requested for those candidates selected in the final interview stage.**

Equal Employment Opportunity

Rightsline is an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work.

If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

Apply Today

If you want to join a company that strives for a mission, purpose and making an impact, we encourage you to apply today.