Customer Success Manager

Confero; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Confero seeks a customer-focused professional to own the post-sales journey and lead onboarding across its product suite. You will guide customers through AI-driven adoption, align milestones, and coordinate with legal and business stakeholders to ensure a smooth lifecycle.

You will collaborate with Sales, Implementation Specialists, Product, and Support to drive adoption, monitor engagement, address risks, and identify renewal opportunities while advocating for customer priorities in product

Qualifications

• Experience in Customer Success, Account Management, Project Management, Implementation, or related roles in B2B SaaS.
• Proven ability to manage structured onboarding processes or customer-facing projects.
• Experience guiding customers through technology adoption or organizational change.
• Strong organizational and project management skills with the ability to manage timelines and stakeholder expectations.
• Experience supporting guided, consultative software platforms (not pure self-serve).
• Excellent communication and stakeholder management.
• Ability to quickly learn and explain advanced product functionality.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Own and manage the post-sales customer experience across the product suite.
• Lead structured onboarding engagements with milestones, timelines, and stakeholder alignment.
• Partner with customers to adopt AI-driven solutions and modernise their legal workflows.
• Guide change management and drive strong user adoption across teams.
• Serve as the primary point of contact during onboarding and early lifecycle phases.
• Build trusted relationships with key stakeholders across legal and business teams.
• Partner with Sales, Implementation Specialists, Product, and Support to ensure a seamless journey.
• Monitor customer engagement and proactively address risks and opportunities.
• Identify opportunities for account growth, renewals, and expanded product usage.
• Advocate for customers internally, representing their feedback to Product and leadership teams.

Skills

Customer Success

Account Management

Project Management

Stakeholder Management

Change Management

B2B SaaS

Communication

LegalTech familiarity

Analytical mindset

Education

Bachelor's degree or equivalent experience

Job description

• Own and manage the post-sales customer experience across our product suite
• Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
• Partner with customers as they adopt AI-driven solutions and modernise their legal workflows
• Guide customers through change management and drive strong user adoption across teams
• Act as the primary point of contact during onboarding and early lifecycle phases
• Build trusted relationships with key stakeholders across legal and business teams
• Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey
• Monitor customer engagement and proactively address risks and opportunities
• Identify opportunities for account growth, renewals, and expanded product usage
• Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery
• Deliver product demonstrations, training sessions, and enablement support

Requirements

• Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into LegalTech
• Demonstrated ability to manage structured onboarding processes or customer-facing projects
• Experience supporting customers through technology adoption or organizational change initiatives
• Strong organisational and project management skills, with the ability to manage timelines and stakeholder expectations
• Experience supporting customers on guided, consultative software platforms (not purely self-serve)
• Strong communication and stakeholder-management skills
• Ability to quickly learn and confidently explain advanced product functionality
• Analytical, proactive, and solution-oriented mindset
• Bachelor's degree or equivalent practical experience