As a key member of our Customer Success team, this role is technically savvy, highly organised and for somebody that’s great at handling people. You will be accountable for managing the success of the full customer lifecycle and demonstrating best practices by consistently executing with excellence our standard processes and procedures and modelling and ensuring adoption for direct reports, if applicable. Equally comfortable liaising with C-level clients, you’ll drive value across each customer account within your territory by increasing adoption, growing revenue, enabling and procuring customer advocacy – all with a keen eye to retention. You will be well‑rewarded for your success with a good base salary and outstanding commission scheme, plus many of the perks you would expect in a bigger business.
Responsibilities and Duties
- Set the strategic tone, direction, and supervision of how to works with clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with issued processes, policies and procedures.
- Management of customer expectations and being a focal point for customer service issues.
- Support the customer success team to ensure quality execution that drives towards the client’s business objectives and key metrics.
- Increase ARR across existing accounts through the execution of growth / upsell strategies.
- Drive retention for each account through customer advocacy, increased usage and adoption strategies.
- Ongoing post‑implementation support and account management.
- Ensure that all projects are delivered on time, within scope and within budget.
- Develop and run a detailed project plan to track the progress.
- Use appropriate verification techniques to manage changes in project scope, schedule and costs.
- Manage the relationship with the client and all stakeholders.
- Establish and maintain relationships with third parties/vendor.
- Relationship‑focused client management, that aligns client and vendor goals for mutually beneficial outcomes.
- Coordinate with various internal teams to build the right strategies to help the existing customer base.
- Implement an effective strategy that results in decreased churn and increased upsell opportunities.
- Focus on customer intimacy – deliver business impact and innovative improvements by understanding our customers’ key business issues and opportunities.
- At least 3 years experience in a similar role.
- SaaS experience essential, legal services experience desirable.
- Solid technical background, with a demonstrable understanding of software development and web technologies.
- Excellent client‑facing and internal communication skills.
- Excellent written and verbal communication skills.
- Occasional international travel.
- Experience working with/presenting to C-level executives.
- Business process management experience and expertise.
- Proven track record of successfully managing customer relationships and results delivery.
Required Skills / Abilities
- Self‑starter with the ability to handle ambiguity, utilise robust problem‑solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively.
- Ability to influence through persuasion, negotiation, and consensus‑building with senior level leaders, customers, and internal stakeholders.
- Knowledge of managing in a SaaS environment.
- Strong empathy for customers and their business challenges.
- Proven track record in the management of global service delivery operations.
- Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
- Excellent communication skills with customers and key executives.
- Ability to identify risks and dependencies and put in place plans to mitigate them.
Education and Experience
- At least 3 years experience in a similar role.
- SaaS experience essential, legal services experience desirable.
- Solid technical background, with a demonstrable understanding of software development and web technologies.
- Excellent client‑facing and internal communication skills.
- Excellent written and verbal communication skills.
- Occasional international travel.
- Experience working with/presenting to C-level executives.
- Business process management experience and expertise.
- Proven track record of successfully managing customer relationships and results delivery.
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