Customer Success Manager

We’re looking for a Customer Success Manager to join our team.

This role is central to delivering on our core promise: helping clients take control of complexity. You’ll guide customers from their initial engagement with the platform through to full adoption, where our tool becomes an integral part of how they operate — not just an occasional tool, but the default way they Map, Model, and Move across deals and matters.

You’ll be responsible for a portfolio of enterprise clients across the UK and Europe, primarily within law firms, private equity, and accountancy or tax practices. Managing the full customer lifecycle, you’ll support clients from pre-sales pilots through onboarding, growth, and renewal, partnering closely with the Account Executive on each account.

This is a proactive position. Rather than waiting for issues to arise, you’ll monitor usage trends, track account health in real time, and step in early where needed. Success in this role requires confidence in interpreting data, forming insights, and taking initiative without prompting.

You’ll also contribute during the pre-sales phase. For more complex pilots and structured evaluations, you’ll work alongside the Revenue team, bringing a Customer Success perspective on onboarding risk and helping define what success looks like before contracts are finalised.

Our Customer Success team operates within a well-defined framework, supported by clear processes and tools. At the same time, there is genuine opportunity to refine and improve how we work. If you’re looking to simply follow a fixed playbook, this may not be the right fit. If you enjoy working within structure while shaping and enhancing it, you’ll thrive here.

Key Responsibilities

Pre-sales pilots
Partner with the Revenue team during complex evaluations, providing insight into deal quality and ensuring a smooth transition from selection through to onboarding.

Onboarding & time-to-value
Take ownership from contract signature, define the Customer Success Plan (CSP), and drive each client toward a clear first-value milestone tied to real work.

Adoption
Expand usage from individual users to organisation-wide adoption. This includes proactive health monitoring, impact-driven QBRs, and scaling usage across teams.

Expansion & renewals
Begin renewal planning six months ahead of time, maintain visibility of growth opportunities, and build expansion cases before handing off to the Account Executive.

Requirements

Domain expertise is essential

Our clients are specialists in their fields and expect the same level of understanding from their partners. The ideal background includes experience within professional services — such as law, accounting, tax, restructuring, M&A, or alternative finance — combined with a client-facing role in SaaS or technology. You should be comfortable discussing deal structures and transaction flows without needing foundational explanation.

Skills & Experience

Essential:

• 3+ years in enterprise Customer Success or account management within B2B SaaS or professional services technology

• Strong strategic thinking with the ability to execute effectively

• Proven experience managing renewals and driving account expansion

• Confidence engaging senior stakeholders, beyond day-to-day contacts

• Familiarity with CS tools such as HubSpot, Planhat, Gainsight, ChurnZero, or similar

• Strong written communication skills

• London-based, with availability to work from the office 2–3 days per week

Desirable:

• Background or qualifications in legal, accounting, or finance

• Understanding of compliance considerations in technology adoption

• Interest in leveraging AI to enhance Customer Success workflows and client experience

• Experience helping to build or evolve a Customer Success function

Benefits

• Competitive salary with performance-based bonus

• Flexible working model combining office, remote work, and travel

• Learning and development budget

• Opportunity to join a high-growth, early-stage company redefining how complex industries operate

• High-impact role with meaningful influence on both company growth and client success