Customer Success Manager

LegalFly; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A pioneering legal AI platform in London is seeking an experienced Customer Success Manager to own the customer journey and drive product adoption. Candidates should have a strong background in managing customer success in a SaaS environment and be fluent in Dutch or French and English. This role offers competitive compensation, including equity options, a hybrid work policy, and numerous employee benefits.

Benefits

Competitive remuneration package

Equity compensation (ESOP)

Top-class equipment

Health, hospital, and dental insurance

Pension plan

Free lunch on office days

Monthly team activities

Yearly team retreat

Qualifications

• Successful track record managing Customer Success in a SaaS context.
• Fluency in Dutch or French and English.

Responsibilities

• Own the entire enterprise customer success journey.
• Lead meetings and enhance customer satisfaction.
• Serve as the main liaison between clients and the team.
• Drive product adoption with strong customer support.
• Implement scalable Customer Success processes.
• Document best practices for customer experience.

Skills

Managing the entire Customer Success lifecycle

Understanding B2B enterprise client needs

Working in fast-paced startup environments

Interpersonal abilities

Strong communication skills

Process-driven approach

Job description

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Are you a seasoned & ambitious Customer Success Manager? Eager to join the AI revolution? We would love to hear from you.

Join LEGALFLY!

LEGALFLY is a pioneering legal AI platform offering an end-to-end solution that is transforming the legal industry:

Exceptional product-market fit: Our advanced and intuitive legal AI solutions have rapidly gained traction in the market. LEGALFLY is trusted by leading European Enterprises and law firms, and we have strategic partnerships with industry leaders like Microsoft.

Hyper-growth: Following our successful Series A funding round of 15 million EUR in July 2024, LEGALFLY is experiencing rapid growth. Backed by top investors, including Mehdi Ghissassi, Director of Product at Google Deepmind, we plan to triple our team by the end of the year and accelerate feature development.

World‑class team: LEGALFLY was founded by four tech veterans from Tinder, bringing extensive knowledge and expertise to drive innovation.

Unmatched security: We are setting the global standard for responsible legal AI with unrivalled security measures. LEGALFLY ensures that sensitive client data never leaves the company's premises through on‑premise anonymisation.

Global expansion: Our recent funding will support our expansion across the globe. We are extending our platform to key jurisdictions, including the United States, United Kingdom, France, Netherlands, Belgium, UAE and DACH region, driving the digital transformation of legal services globally.

Join us at LEGALFLY and be a part of our mission to revolutionise the legal industry with cutting‑edge AI technology.

Key Responsibilities

• Own the entire enterprise customer success journey, ensuring smooth transitions from sales to implementation and guiding customers through deployment with training and support.
• Lead QBR meetings, provide online support and manage NPS to enhance customer satisfaction and drive renewals and expanded use of LEGALFLY.
• Serve as the main liaison between clients and LEGALFLY's team, ensuring effective communication and collaboration with support, sales and product teams.
• Drive product adoption and ongoing usage, delivering exceptional customer happiness and resolving any issues as the customer advocate.
• Implement and improve Customer Success processes, creating scalable programs like customer health checks, onboarding and new feature adoption to meet customer success objectives.
• Develop and document best practices for support and product improvements to enhance the customer experience.

You might be a fit if you

• Have a successful track record in managing the entire Customer Success lifecycle from A to Z for a SaaS company.
• Understand the nuances of working with top-tier enterprise clients in a B2B environment.
• Experience working in fast‑paced startup environments.
• Comfortable with ambiguity and able to thrive in environments with evolving structures.
• You have outstanding interpersonal abilities and strong written and verbal communication skills.
• You are bold and confident, able to handle curveballs with ease.
• Are process‑driven and able to work meticulously.

You are fluent in Dutch or French and English.

Our offer

A position with impact: Join a fast‑growing tech scale‑up with an innovative culture and tremendous market opportunity.

A fully optimised & competitive remuneration package.

Equity compensation in the form of ESOP.

Top‑class equipment to thrive: Including Macbook and Widescreen 34' monitor.

Investment in your well‑being: top‑notch health, hospital & dental insurance and a pension plan

Hybrid work policy: office days are Mondays, Tuesdays and one additional day of your choice. Remote work is possible two days a week.

Beautiful, light‑filled office in the heart of London (Fitzrovia).

Free lunch on office days.

Monthly team activities & yearly team retreat.

Have we sparked your interest? Let's get in touch & join the AI Revolution!