Customer Success Manager UK

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

Job summary

A legal AI platform in London is searching for a seasoned Customer Success Manager. The ideal candidate will manage the complete customer success journey, ensuring exceptional customer satisfaction while overseeing the onboarding and training processes. Strong communication skills and a successful track record in SaaS are required. This role offers a hybrid work policy, competitive remuneration, and excellent health benefits.

Benefits

Equity compensation

Top-class equipment

Monthly team activities

Free lunch on office days

Qualifications

• Successful track record in managing customer success for a SaaS company.
• Experience working with top-tier B2B clients.
• Fluency in Dutch or French and English.

Responsibilities

• Own the entire customer success journey from sales to implementation.
• Lead QBR meetings and manage customer satisfaction.
• Drive product adoption and resolve customer issues.

Skills

Managing the entire Customer Success lifecycle

Interpersonal abilities

Strong written and verbal communication skills

Comfortable with ambiguity

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 Slaughter & May and Allianz.

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 grow our team 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 anonymization.

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 and now entering the UAE - 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 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 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!