Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Facilitate the onboarding and training process for customers utilizing Thomson Reuters software

• Create and execute strategies aimed at enhancing product adoption and optimizing usage

• Oversee customer accounts to ensure satisfaction and that all needs are addressed

• Provide support to the sales team as needed

• Serve as a trusted advisor by gaining a deep understanding of customers’ business requirements

• Customize use cases for CoCounsel, HighQ, and Contract Express

• Organize onboarding activities and confirm that customers have the essential tools and resources

• Collaborate with customers to pinpoint business challenges and formulate use cases that showcase product value

• Aid in the integration of use cases into customer workflows

• Offer strategic advice and suggest best practices

• Recognize opportunities for growth and devise strategies to minimize churn while enhancing customer satisfaction

• Relay customer insights to the Product and Engineering teams

• Collaborate with Sales, Marketing, and Support teams to ensure a cohesive customer experience

⛳️ Requirements

• Eagerness to learn about new technologies and software

• Genuine interest in the legal field

• Positive mindset coupled with strong problem-solving abilities

• Capacity to work collaboratively in cross-functional teams and contribute to broader objectives, especially those related to enhancing customer experiences

• A law degree or a formal legal education is highly preferred

• Substantial experience in legal technology or within another SaaS company in a customer-facing role is advantageous

• Familiarity with HighQ Collaborate

• Experience with Contract Express

🏝️ Benefits

• Flexible work arrangements, including the ability to work from any location for up to 8 weeks yearly

• Flexible vacation policy

• Two company-wide Mental Health Days off

• Access to the Headspace app for mindfulness and relaxation

• Retirement savings plan

• Tuition reimbursement for further education

• Employee incentive programs to recognize contributions

• Resources available for mental, physical, and financial wellbeing

• Two paid volunteer days off each year

• Opportunities to engage in pro-bono consulting projects and ESG initiatives

• Career development, continuous learning, and skill enhancement through the Grow My Way program

• Supportive workplace policies via Flex My Way

• Flexible work environments to suit individual needs