Customer Success Manager (London)

Job Description

Designation: Customer Success Manager

Experience (years): 6+ yrs

No: of vacancies: 1

Location: London (Hybrid)

Workdays: Monday to Friday

Employment Type: Full time Permanent.

Immediate Joining is preferred

The Opportunity:

As a key member of our Customer Success team, this role is technically savvy, highly organized and for somebody that’s great at handling people. You will be accountable for managing the success of the full customer lifecycle and demonstrating best practices by consistently executing with excellence our standard processes and procedures and modeling and ensuring adoption for direct reports, if applicable. Equally comfortable liaising with C-level clients, you’ll drive value across each customer account within your territory by increasing adoption, growing revenue, enabling and procuring customer advocacy – all with a keen eye to retention.

The ideal candidate profile:

We are seeking professionals with a minimum of 6+ years of experience in Customer Success or Key Account Management, possessing strong communication skills, proven experience in handling CXO-level interactions, and a background in SaaS or product-based companies.

Candidates must be based in London or surrounding areas and be comfortable with a hybrid work model.

What will you do:

• Set the strategic tone, direction, and supervision of how the organization works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with company’s issued process, policies and procedures.· Support the customer success team to ensure quality execution that drives towards client’s business objectives and key metrics.
• Management of customer expectations and be a focus point for customer issues.
• Increase ARR across existing accounts through the execution of growth / upsell strategies.
• Drive retention for each account through customer advocacy, increased usage and adoption strategies.
• Travel onsite to conduct client business meetings and trainings as required.
• Ensure that all projects are delivered on-time, within scope.
• Track progress of any project plans to ensure customer satisfaction – escalate and resolve as appropriate.
• Manage the relationship with the client and all key stakeholders, including the Economic Buyer and / or Executive Sponsor.
• Establish and maintain relationships with third parties/vendors.

What will you need:

• 6+ years of experience in customer success or account management roles.
• Must have experience in generative AI - increasingly required to liaise properly with leadership and navigate meetings effectively.
• Excellent written and verbal communication skills.
• Regular domestic travel is required with occasional international travel.
• Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively.
• Ability to influence through persuasion, negotiation, and consensus-building with senior-level leaders, customers, and internal stakeholders.
• Strong empathy for customers and their business challenges.
• Proven track record in the management of global service delivery operations.
• Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
• Excellent communication skills with customers and key executives.
• Ability to identify risks and dependencies and put in place plans to mitigate them.
• Ability to thrive in a fast-paced, evolving environment with a collaborative and proactive approach.
• Strong understanding of customer lifecycle management and success metrics.

LegalEase is an ISO 27001 certified company.

LegalEase Information Security Role, Responsibilities & Authority of an employee

Roles:

• To ensure that all the information they handle is secure.

Responsibilities

• Responsible to follow all the information security policies, procedures, rules and regulations as stipulated in the manuals.
• Responsible to take immediate action to prevent any undesirable situations and report to the officers.
• Responsible to take part in their assigned role in the event of an emergency situation.

Authority

• To report any security incident or weaknesses, which comes to their knowledge.

Contract Staff

• Responsible to follow the rules and regulations and move within the area specified.
• Responsible to obey the instructions for all the officers and staff regarding the work and in emergency situations.

Responsible to report any undesirable incidents.

Why join LegalEase?

• A work culture that celebrates and encourages diversity;
• A workspace imbued with empathy and purpose;
• We believe in continuous learning. You will walk away acquiring more skills than you had; when you joined us (this is a guarantee on us);
• We value transparency, flexibility and over responsiveness;
• We are constantly striving to improve our employees work-life blend;
• We believe in FUN at work. We take this very seriously and have FUN as one of our core values;