Customer Success Manager

Flank; London; Remote; GBP 55,000 - 75,000; Full time

Job summary

Flank is searching for a Customer Success Manager to onboard and retain enterprise customers for their innovative AI platform. In this hands-on role, you will collaborate with legal teams, ensuring successful product adoption and maximizing customer value while working remotely with a global team.

Benefits

Remote-first environment

Innovative work culture

High standards culture

Competitive, benchmarked salary

Qualifications

• 4-7 years in customer success or account management in B2B SaaS.
• Experience with enterprise customers in complex environments.
• Strong communication and problem-solving skills.

Responsibilities

• Own customer relationships from onboarding through renewal.
• Drive product adoption and usage through training and education.
• Proactively manage risk and identify expansion opportunities.

Skills

Customer relations

Project management

Communication

Problem-solving

Client services

Empathy for customers

Proactive mindset

Job description

Flank is the leading Agentic AI platform for in-house legal teams—built for a future where autonomous AI colleagues handle entire workflows.

Companies like TravelPerk, QA, and Mural use Flank to automate contract negotiation, email triage, and security reviews. What used to take hours of manual work now happens automatically.

We're building in an emerging market that's reshaping how businesses operate. Instead of incremental software improvements, we're designing entirely new ways for AI and humans to collaborate.

If you're excited about defining what's possible when AI becomes a true colleague, you'll find a home here.

The Role

As Customer Success Manager, you’ll be foundational in shaping how we onboard, grow, and retain our enterprise customers. Reporting to the Enterprise Lead, you’ll be the voice of the customer internally and a trusted advisor externally—guiding legal teams through adoption, change management, and expansion.

You’ll work directly with legal operations leaders, general counsel, and tech stakeholders to ensure they’re realizing maximum value from Flank. This is a hands-on, high-impact role with massive growth potential.

What You’ll Do

• Own customer relationships from onboarding through renewal—acting as the strategic point of contact for enterprise accounts.
• Drive product adoption and usage across customer teams through training, enablement, and ongoing education.
• Deliver outcomes: Help customers define success metrics and partner with them to achieve and exceed them.
• Proactively manage risk and identify expansion opportunities within accounts.
• Partner cross-functionally with Product, Sales, and Engineering to share feedback, influence roadmap, and deliver customer-first solutions.
• Build playbooks and processes for scalable success as the team grows—laying the foundation for a world-class CS function.
  
  

What You Bring

• 4–7 years in customer success, client services, or account management, within a high growth B2B SaaS company.
• Experience working with enterprise customers and navigating complex stakeholder environments.
• Deep empathy for customers and a passion for delivering value—not just retention.
• Excellent communication, project management, and problem-solving skills.
• A proactive mindset—you spot issues before they arise and take initiative to solve them.
• Startup energy: comfortable with ambiguity, fast-moving environments, and wearing multiple hats.
  
  

What’s In It For You

• Innovative Work: Be part of a team making bold bets to create a new paradigm in AI-enhanced legal services.
• High Standards Culture: Join a team that demands excellence and accountability through direct and candid communication.
• Empowered Environment: Operate in a high-agency culture where you can lead yourself and make a real impact.
• Global Team: Remote-first, collaborate with a diverse, talented team across the globe.
• Competitive, Benchmarked Salary