Client Success Manager, EMEA

PERSUIT®; Greater London; On-site; GBP 78,000 - 85,000; Full time

Benefits offered by this job

Paid Time Off

Family Leave

Training & Development

Wellness Resources

Job summary

PERSUIT is seeking a Customer Success Manager to partner with in‑house legal teams across the EMEA region, driving adoption, expansion, advocacy, and renewals on our evolving platform.

You will lead client engagements and strategy, be relentlessly proactive, and help scale Customer Success while ensuring customers derive maximum value from PERSUIT. Travel up to 10% may be required.

Qualifications

• 4–6+ years of Enterprise SaaS Customer Success or Consultancy experience, or clear evidence of strategic account ownership.
• Experience overseeing software implementations and launches is a plus.
• Strong ability to tell a compelling story and articulate value to executives and end users.

Responsibilities

• Own a portfolio of enterprise clients across EMEA from onboarding to renewal.
• Craft data-driven success plans based on client goals and platform value.
• Manage projects and stakeholders to keep deliverables on track.
• Lead high‑impact meetings with corporate legal departments aroundoutsourcing and spend management.
• Train clients and drive self‑service adoption and change management.
• Support growth opportunities through upsell and cross-sell with the Expansions Sales team.
• Build trust with stakeholders and act as the voice of the customer for product feedback.

Skills

Enterprise SaaS Customer Success

Consultancy experience

Executive storytelling

Project management

AI for efficiency

Job description

As a Customer Success Manager at PERSUIT, you'll partner closely with in-house legal teams to modernise how they manage outside counsel and legal spend, while ensuring they derive maximum value from our ever-evolving platform. Your job is to make renewal a no-brainer.

This is a hands‑on, high‑responsibility role where you'll lead client engagements and strategy.

You'll need to be relentlessly proactive, commercially curious, and energised by the opportunity to shape how we scale Customer Success.

If you're a problem‑solver with a knack for strategic relationship management, communication, and rigorous project management—and you love moving stakeholders through meaningful change,we'd love to meet you!

What You'll Be Doing

• Own a portfolio of enterprise clients across EMEA, overseeing the full customer lifecycle from onboarding through adoption, expansion, advocacy, and renewal.
• Craft strategic, data‑driven success plans for clients based on their goals and areas of untapped PERSUIT potential and value. This includes our expanded platform capabilities following the acquisition of Apperio in 2025.
• Manage projects and stakeholders to keep deliverables on track.
• Run high‑impact meetings as you engage, consult, challenge, and strategise with corporate legal departments around best practices in outside counsel and spend management, including RFP and AFA strategies.
• Train clients and invest in their self‑service PERSUIT programmes, adoption, and scalable enablement, while driving ongoing change management.
• Support commercial growth opportunities through upsell and cross‑sell, working closely with our Expansions Sales team.
• Build relationships and trust with stakeholders, converting them from users to advocates and acting as the voice of the customer for product feedback.
• Orchestrate PERSUIT's internal specialist resources— including executives, Product, Engineering, Support, and Marketing—to deliver outcomes for clients, while protecting your time for high‑impact strategic work.
• Contribute to internal projects, such as content creation and process improvement.

Why You'll Love It Here

• Join a mission‑driven team and an evolving platform that solves real customer problems.
• We're growing something truly innovative, and it is challenging, fun, and rewarding. The people who thrive most here don't just adapt to change—they embrace and drive it.
• Opportunities to shape how we deliver value for customers and grow with the company.
• A supportive culture that values feedback, ownership, and autonomy.

Requirements

Who You Are & What You Bring

• 4-6+ years of experience in Enterprise SaaS Customer Success or Consultancy—or a shorter track record with clear evidence of early ownership of strategic accounts. It's an added bonus if you've overseen software implementations and launches.
• We care more about your trajectory than your years. If you've taken on more than your title suggested, we want to hear about it.
• An understanding of how to drive impact across the customer lifecycle and navigate complex organisations. You see the bigger picture, detecting both early risk signals and growth opportunities.
• You're a clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You help your stakeholders become highly persuasive internal communicators of PERSUIT's value themselves.
• You work efficiently and prioritise what matters most. This may include bringing technical curiosity to your work and using AI to work smarter and more efficiently.
• A positive, can‑do mindset that starts with "yes, and" rather than "no, but", which you apply to taking ownership, problem‑solving, and collaboration.
• Ability to travel up to 10% for client and internal meetings or events.
• Nice to Have
  • Background in legal ops, legaltech, fintech, or enterprise SaaS.
  • Knowledge of legal pricing, law firm RFP processes, and/or corporate legal departments.
  • Experience in a startup or scale‑up environment, with the adaptability and pace it demands.

Compensation

The base salary range for this role is £78,000-£85,000 GBP, depending on experience, skills, and qualifications.

Benefits

Perks & Benefits

• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity & Paternity)
• Training & Development
• Wellness Resources

Work Authorization

Candidates must have current, valid work authorization in the country where the role is based. Unfortunately, we are not able to provide sponsorship for visas or work permits at this time.