Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of law firms from the moment of contract signing through to launch, adoption, and growth.

• Comprehend customer challenges and objectives while facilitating the onboarding of newly signed firms.

• Establish clear milestones, cultivate relationships and advocacy, and provide value in addressing customer issues.

• Promote adoption and drive growth through expansion, upselling, and cross-selling strategies.

• Serve as a trusted partner and spearhead change management within law firms' operations and processes.

• Recognize trends across firms and develop go-to-market strategies along with product feedback channels.

• Relay customer insights back to Legl to assist in expanding into new regions.

⛳️ Requirements

• Proven experience in managing customer launches or implementations for a B2B SaaS product.

• Insight into the factors that contribute to the success or failure of customer implementations.

• Track record of managing a commercial target, such as expansion or net revenue retention.

• Proficient in navigating commercial discussions.

• Experience in driving authentic change management within firms' operational practices.

• Comfortable with the dynamic and agile environment typical of an early-to-market scale-up.

• Capability to navigate uncertainty, take initiative, and learn quickly while iterating on solutions.

🏝️ Benefits

• Fully remote work arrangement.

• AI-centered operating model.

• Trusted autonomy to make decisions and take ownership of outcomes.

• Opportunity to collaborate with leading European VCs and a rapidly growing scale-up.

• Chance to influence customer success playbooks and go-to-market/product feedback loops.