Customer Success Manager

Legal Ease Solutions LLC

website:

Designation:
Customer Success Manager - London

Important Note:

Please note that only candidates currently based in London or in and around London are eligible to apply for this position. Applications from candidates residing outside these areas will not be considered.

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.

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.

WHAT YOU WILL DO:

• Set the strategic tone, direction, and supervision of how the company 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 YOU WILL NEED:

• 5+ 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 , 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

Why join LegalEase?

• Opportunity to work in a fast-moving, high growth SaaS company
• A work culture that celebrates and encourage 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
• A daily 30-minute wellness session coz your mental wellness means a lot to us
• We are constantly striving to improve the work-life blend
• We believe in FUN at work. We take this very seriously and have FUN as one of our core values