Enterprise Customer Success Manager (London)

Position Overview

We are seeking a skilled and dedicated Customer Success Manager with a background in SaaS customer success or account management. This role is central to ensuring that our customers derive maximum value from our product. The position involves onboarding, supporting, and guiding customers to achieve their use cases and business objectives.

Key Responsibilities

• Customer Onboarding & Success Planning – lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
• Customer Support & Issue Resolution – act as the primary contact for customer inquiries, providing timely and effective resolutions to ensure optimal product usage.
• Account Ownership – take over customer accounts and manage them to achieve long‑term retention and satisfaction; act as the “quarterback” for assigned accounts, overseeing all aspects of their experience.
• Customer Education – provide product demonstrations, lead training sessions, and guide customers through best practices, ensuring they become experts in our solution.
• Product Advocacy & Business Reviews – develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews to ensure continued success of our users.
• Strategic Growth Support – create and implement recovery plans and customer success plans to emphasize our product’s value and secure renewals and upsells.
• Value Focused – have an in‑depth understanding of customers’ problems and environment in order to address them and deliver customer value.
• Trusted Advisor – serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular meetings.
• Usage and Adoption – drive user‑level adoption of the platform throughout customer engagements to help maximize usage.
• Voice of the Customer – advocate for the most significant challenges our customers face internally.

Qualifications

• 3–6 years of experience in a SaaS customer success or account management role; experience in legal tech or with legal professionals is a strong plus.
• Proven track record of working with mid‑market to enterprise customers.
• Exceptional communication and interpersonal skills; presentable, pleasant, and confident in driving conversations.
• Strong understanding of customer success strategies, retention planning, and value‑based selling techniques.

Fit Criteria

• Describe yourself as relentlessly resourceful.
• Strong internal sense of urgency and a bias towards doing things *today* rather than tomorrow.
• Experience working in a startup environment is preferred but not required.
• Excited about the adventure of building a company!

Compensation and Benefits

• Medical benefits: comprehensive medical, dental and vision plans to suit the needs of you and your family.
• 401(k) program: plan for your future with access to our company‑sponsored 401(k) program.
• Unlimited PTO: take the time you need to recharge, stay healthy, and bring your best self to work.

Work Location

We require candidates to work with us in-person 5 days a week in our London office.

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