Full-Time Client Success Manager

As the Senior Customer Success Manager, you will be the strategic lead in helping AMLAW 200 law firms and other clients adopt and expand their use of our SaaS solutions. You will leverage your deep understanding of legal tech, client needs, and change management to build trust, deliver results, and drive user engagement. You’ll work closely with two other experienced salespeople, collaborating to expand our market footprint while ensuring exceptional client relationships. Your leadership and client focus will be essential to our growth and customer retention. 

Requirements

·      User Engagement: Deepen our understanding of the core user base within AMLAW 200 firms and deliver personalized content to engage them. 

·      Customer Leadership: Manage senior-level stakeholders, guiding them toward success through influence, rapport building, and establishing credibility. 

·      Lead Quarterly Business Reviews (QBRs) and renewals, ensuring that accounts are continually aligned with their strategic goals. 

·      Customer Success Improvement: Collaborate with our UK/US CS Team to embed CS best practices and scale effective client engagements. 

·      Pilot & Trial Project Management: Collaborate with the sales team to co-manage pilot projects and product trials, ensuring they are executed smoothly and lead to successful outcomes. 

·      Account Growth: Meet and exceed objectives related to account growth, including user adoption, active usage, customer lifetime value, retention, and customer health scores. Use data insights and intuition to design and deliver interactions that foster growth and expansion into new customer verticals and regions. 

·      User Advocacy: Act as the voice of the user, championing customer needs, issues, and insights to help inform our growth, product, and engineering teams. 

Must Haves/ Qualifications

·      Minimum of 5 years’ experience in Customer Success, Account Management, or a similar role in a B2B SaaS company, with direct experience working in legal tech and/or AMLAW 200 law firms. 

·      Proven experience in building and maintaining strong client relationships, with a history of driving user engagement and product adoption. 

·      Demonstrated success in managing and executing pilot projects or trials, delivering them to successful outcomes in collaboration with sales teams. 

·      Ability to create and deliver engaging content (e.g., demos, trainings, videos, campaigns) that has led to measurable client success. 

·      Experience managing and influencing senior stakeholders, demonstrating leadership in driving change management and user success. 

·      Excellent communication and presentation skills, with the ability to engage clients both individually and at scale. 

·      Strong collaborative mindset with the ability to work closely with sales, product, marketing, and engineering teams to enhance the customer experience. 

·      Knowledge of legal industry trends, challenges, and best practices, particularly within AMLAW 200 firms. 

·      Background in law, education, behavioural psychology, or a related field is highly desirable. 

Benefits

·      Competitive salary

·      Opportunity to join a dynamic, early-stage startup in our mission to become the critical infrastructure for transactions of the future.

·      High impact work that really matters - success in this role will drive our company forwards and have an outsized impact on our business and our clients.