Customer Success Manager

About the position As a key member of our Customer Success team, this role is technically savvy, highly organised 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. This role offers true career development potential for the right candidate. You will be well-rewarded for your success with a good base salary and outstanding commission scheme, plus many of the perks you would expect in a bigger business.

Responsibilities

• Set the strategic tone, direction, and supervision of how Leah works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with Leah 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
• Drive retention for each account through customer advocacy, increased usage and adoption strategies
• Increase ARR across existing accounts through the execution of growth / upsell 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

Requirements

• 4+ year’s experience in a similar role (Customer Success, Account Management, Legal Tech, SaaS, or Consulting are particularly relevant)
• Used to working remotely/independently.
• SaaS experience essential, legal services experience desirable
• Solid technical background, with demonstrable understanding of software development and web technologies
• Excellent client-facing and internal communication skills
• 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.
• Knowledge managing in a SaaS environment
• Strong empathy for customers and their business challenges.
• Proven track record in the management of global service delivery operations
• Excellent communication skills with customers and key executives.
• Ability to identify risks and dependencies and put in place plans to mitigate them.

Nice-to-haves

• Experience with Totango, Freshdesk, Salesforce.com, JIRA, and other engagement tools is a strong plus.
• Experience working with/presenting to C-level executives
• Business process management experience and expertise
• Proven track record of successfully managing customer relationships and results delivery

Benefits

• Wellness: Paid Health and Wellness Days and comprehensive insurance coverage.
• Impact: The ability to make a tangible impact on a global organization shaping the future of Enterprise AI.
• Huge growth and upside potential with the ability to make a true impact on a growing start-up organization

Apply tot his job Apply To this Job