We’re Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses all over the globe. Our mission is simple, to get entire businesses working faster and smarter with contracts. We’re a growing team making big things happen out of HQs in Manchester, UK, Boston, US and San Diego, US and we’re not stopping. Following our recent $50 Million Series B investment we’re looking for forward-thinkers, innovators and problem solvers to join our dynamic team as we enter our next growth phase.
The Role
At Summize, customer success is more than a function it’s a mindset. We aim to help customers achieve their goals and grow together. We’re looking for an ambitious, self-starting Senior Customer Success Manager who can deliver value, nurture customer relationships, and drive loyalty to join us as we enter our next phase of growth. The role involves ensuring customer satisfaction, retention, and expansion of the Summize footprint.
- Leading the post-sales client lifecycle, from onboarding to renewal, upsell and expansion
- Achieving customer desired outcomes by understanding their needs, challenges and goals
- Customer advocacy, building strong relationships and promoting Summize within the customer’s wider organisation.
- Increase the stickiness of Summize by executing effective adoption strategies and expanding customer use cases through coaching and enablement.
- Meeting or exceeding KPIs that measure your engagement and impact with customers. You will track and report on metrics such as NRR / GRR, Customer Health, growth & expansion etc.
- Improve the overall customer health by hosting voice of the customer (VOC) forums to better understand and improve the customer health and sentiment.
- Centralised point of contact between customer and internal stakeholders ensuring a seamless and consistent customer experience across all touchpoints.
- Coordinating responses to customer inquiries, issues and requests in a timely and professional manner.
- Sharing best practice and supporting material to help customers optimise their adoption of the Summize product. You will create and maintain a knowledge base of FAQs, tutorials, tips and tricks etc.
Requirements
- Proven previous experience in a Customer Success or Account Management role, with commercial KPIs such as upsell or growth targets (NRR and GRR)
- Experience in a similar B2B or SaaS business in a customer facing role ideally with KPIs/commercial targets
- Familiar with Customer Success tech stack (ideally Planhat)
- Solid understanding of complex business concepts and processes
- Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services
- Excellent verbal/written communication and presentation skills
- Ability to work both independently using your initiative and collaborative within a team environment, with focus and high attention to detail
We understand the value of having a diversity of identities, backgrounds and thinking within our company so we’re open to hearing from applicants who don’t yet tick all the boxes. If that’s you, please accompany your application with short summary explaining how you’d close the gap on the skills you don’t yet have.
What We Offer
- 26 days holiday plus flexible bank holidays (increasing by one holiday for each year of service, up to a maximum of 30 days)
- Healthcare cash plan with Simply Health
- Access to several health care services, including free Virtual GP service, available 24 hours a day, 7 days a week
- Cycle to Work and Tech Scheme
- Access to discounts on things like travel, electronics, fashion, fitness and more
- Rich learning and development opportunities supported through Udemy Business
- City centre offices with fantastic perks, fully stocked fridge providing soft drinks and complimentary breakfast
- Work from anywhere after one year of employment
- Regular social activities and events
- Opportunity to be a part of one of Manchester’s hottest tech scale ups
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