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Enterprise Customer Success Manager

2 weeks ago

London, United Kingdom Robert Walters Full time

**The Company**: I am working with a Venture-Capital backed series A LegalTech based in London who are at growth phase and looking to add an experienced and energetic Enterprise Customer Success Manager to their team. **The Role**: As the Enterprise Customer Success Manager you will report directly into the Head of Customer Success and the Founders of the company. This role is pivotal in ensuring the growth of the company and success of their SaaS product with top tier clients. Responsibilities include but are not limited to: - Manage a portfolio of enterprise customers. - Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer's overall experience. - Keep track of customer churn and customer satisfaction and identify ways to improve the customer experience. - Collaborate with our customers to ensure that our product is launched effectively into their business. - Become a Definely product expert and educate the customer and end-users about the power and benefits of our product. - Be the voice of the customer and feed this back to Definely. - Drive customer growth and retention by developing best practices to ensure ongoing success. Required skillset: - 3+ years' experience in customer success, relationship management, or similar role working with enterprise customers (>1000 users) within a B2B SaaS business. - Consistent track record of handling portfolios of 20-40 enterprise accounts. - Enthusiastic and hungry to join a rapidly growing tech start-up, help shape the customer success function and share ideas across the business to help drive growth. - Experience building and maintaining relationships whilst working to mitigate churn and drive adoption and renewals. - Comfortable in a start-up environment, we wear many hats and move quickly.