Role Purpose

As an Enterprise Customer Success Manager, your main objectives are to:

• Proactively help our customers achieve their desired outcomes with our products.
• Enhance customer satisfaction, adoption, and engagement with product suite.

Key Responsibilities

• Manage a portfolio of enterprise customers.
• Understand the customer journey, identify pain points, and innovate to improve the overall customer experience.
• Monitor customer churn and satisfaction, implementing strategies to enhance their experience.
• Collaborate with customers to ensure effective product deployment.
• Become a product expert, educating customers and end-users on the benefits of our solutions.
• Conduct training sessions and workshops to ensure product adoption and retention.
• Serve as the voice of the customer, providing feedback to the team.
• Drive customer growth and retention by developing best practices.
• Oversee the renewal process, including expansion opportunities within your portfolio.

About You

• Over 4 years of experience in Customer Success, Relationship Management, or a similar role, working with enterprise customers (over 1000 users) within the legal tech  B2B SaaS environment.
• Proven track record managing portfolios of 20-40 enterprise accounts.
• Passionate about joining a legal tech company, contributing to the Customer Success function, and sharing ideas to drive growth.
• Skilled in building and maintaining relationships, mitigating churn, driving adoption, and managing renewals.
• Comfortable in a fast-paced startup environment, adaptable to wearing multiple hats.
• Strong analytical skills, taking a data-driven approach to problem-solving and presenting data effectively.

Skills

• Exceptional interpersonal skills with the ability to build strong customer relationships.
• Confident, articulate communicator with excellent presentation skills, capable of delivering clear ideas to stakeholders at all levels.
• Self-starter, eager to learn and thrive in a dynamic team environment.

What We Offer

• A chance to be an integral part of a fast-growing startup, with opportunities to experiment and implement new ideas.
• Work in a meritocratic organisation alongside highly motivated individuals on a shared mission.
• Collaborate with leading law firms, financial institutions, and multinational corporations.
• Offices located in Central London
• Comprehensive training and support.
• Competitive compensation package.
• Private medical insurance.
• 25 days of annual leave, plus UK bank holidays.
• Pension plan.
• Flexible working arrangements.
• Equipment provided.

If you’re a can-do individual eager to contribute to exceeding our ambitious goals, we encourage you to apply.