Customer Success Manager

PowerToFly; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading software company located in Greater London is seeking an EMEA Customer Success Manager to strengthen relationships with accounts across Europe, the Middle East, and Africa. The ideal candidate will have over 4 years in customer-facing support, particularly in the Legal Data Intelligence industry. The role involves driving product adoption and consulting on ROI opportunities. This position comes with comprehensive benefits including flexible working arrangements, parental leave, and a training investment program.

Benefits

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

401k matching

Paid parental leave

Qualifications

• 4+ years of customer-facing support in the Legal Data Intelligence industry.
• Expertise managing accounts in a customer-facing role.
• Experience in the software technology sector.
• Excellent business writing and presentation skills.
• Strong team player with the ability to thrive in a collaborative environment.

Responsibilities

• Develop trusted-advisor relationships with EMEA accounts to understand their goals.
• Consult on ROI opportunities and collaboratively build success plans.
• Coordinate with cross-functional teams to execute Success Plans.
• Conduct Annual Business Reviews for account leadership alignment.

Skills

Customer Relationships

Active Listening

Communication

Account Management

Empathy

Retention Strategies

Sales

Job description

Posting Type: Hybrid

Job Overview

The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.

As an EMEA Customer Success Manager you will develop trusted‑advisor relationships to drive success with our customers across Europe, Middle East and Africa. You will consult with customers to align on ROI opportunities and utilisation blockers. You will coordinate with teams across the business to achieve these goals and create cross‑organisational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, increasing efficiency with new workflows, orchestrating meaningful multi‑threaded engagement between the customer and Relativity.

Job Description and Requirements

Your Role in Action

Drive Customer Success

• Develop trusted‑advisor relationships with our EMEA accounts to understand their goals and align them with the value proposition of our Relativity suite of products.
• Consult with each account on return on investment (ROI) opportunities and utilisation blockers, and collaboratively build success plans to ensure their desired outcomes are achieved.
• Coordinate with cross‑functional teams to execute the Success Plans, monitor progress, and address any challenges.
• Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.

Create Shared Value

• Understand the return on investment (ROI) your accounts expect to receive from their Relativity One subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.
• Identify and record “Verified Outcomes” (wins) when ROI is confirmed by the account.
• Act as the voice of the customer within the company, providing feedback and insights to foster a culture of customer success.
• Regularly analyse customer usage and account health to mitigate renewal risks, reduce product churn, and identify upsell opportunities.

Orchestrate Across Departments

• Project manage complex plans, such as onboarding new products across geographies.
• Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi‑threaded engagements.

Your Skills

• 4+ years of customer‑facing support in the Legal Data Intelligence industry.
• Expertise managing accounts in a customer‑facing role.
• Experience in the software technology sector.
• Ability to address tactical issues while maintaining a long‑term strategic vision.
• Excellent business writing and presentation skills.
• Strong team player with the ability to thrive in a collaborative environment.
• Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions.

Benefit Highlights

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Two, week‑long company breaks per year

Additional time off

Long‑term incentive program

Training investment program

• Flexible work arrangements
• Winter break (office closed from Christmas through New Year's Day)
• 401k matching
• Paid parental leave

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Suggested Skills

Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery

What Relativity Has to Offer

Relativity's software helps users organize data and quickly identify key issues during litigation, internal investigations, and compliance projects.