Customer Success & Solutions Manager – EMEA

Affinda Group; United Kingdom; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading legal tech firm is seeking a Customer Success & Solutions Manager to enhance customer retention and drive account growth. This hybrid role requires excellent communication and relationship-building skills and offers a competitive salary between £40,000 and £50,000 plus commission. You will support customers across EMEA, ensuring satisfaction and product adoption while conducting software demonstrations and managing renewals.

Benefits

Competitive salary

Commission and benefits

Flexible work environment

Qualifications

• 3+ years in pre-sales, solution consulting, or account management within B2B SaaS.
• Excellent communication skills to translate technical features into business value.
• Strong relationship-building skills across organizational levels.

Responsibilities

• Own the customer journey post-sale across EMEA.
• Drive contract renewals and identify expansion opportunities.
• Conduct engaging software demonstrations showcasing Draftable’s value.

Skills

Communication skills

Account management

Analytical skills

Customer engagement

Technical expertise

Tools

MS Office

CRM Software

Job description

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Customer Success & Solutions Manager – EMEA

Client:

Location: United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 5fcfb00a982c

Job Views: 6

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

The Opportunity Draftable is a fast-growing legal technology company on a mission to simplify document comparison.

Trusted by law firms and in-house teams across the world, our software helps legal professionals do high-value work without the hassle of manual document review.

We’re a fast-growing team focused on innovation, simplicity, and solving real-world challenges for our users.

We are seeking an experienced Customer Success & Solutions Manager to guide prospective customers in EMEA through our product range and increase confidence around implementation decisions.

This hybrid role bridges pre-sales and customer success, ensuring that customers are fully supported from initial engagement through to renewal.

The ideal candidate will be comfortable managing ongoing relationships with customers, driving renewals, and providing technical and strategic support to the sales team during the pre-sales cycle.

You will also proactively engage with existing customers to ensure their positive experience from a technical perspective, with the aim of maintaining customer retention and growing customer accounts.

This role offers autonomy, learning and earning potential, and reports to the Sales Director, EMEA.

What Makes This Role Special - What we Offer

• A flexible, remote-first work environment.
• A collaborative and purpose-driven culture.
• Opportunities for career development in a fast-growing tech company.
• Competitive salary (£40,000-£50,000), commission and benefits tailored to your region.

The Role

This is a customer-facing, commercial role—not a support or product function.

Your impact will be measured in revenue: faster deal cycles, better retention, and more upsell opportunities.

Key responsibilities include:

• Customer Success & Account Management: Own the customer journey post-sale across EMEA, ensuring high satisfaction and product adoption.
• Serve as the main point of contact for existing customers, managing queries and escalations.
• Drive contract renewals and identify expansion opportunities through consultative account management.
• Engage with existing customers to draw insights on common issues and identify opportunities to enhance product adoption and reduce churn.
• Deliver onboarding, training, and product education for long-term success.
• Proactively respond to client feedback and requests.
• Track and analyze customer health metrics to address churn risks.

Remote work flexibility: Work across EMEA with occasional travel within the EU.

Pre-sales

• Conduct engaging software demonstrations showcasing Draftable’s value.
• Research prospective customers and tailor content accordingly.
• Create technical documentation to facilitate adoption.
• Provide technical expertise during customer meetings and demos.
• Support sales with webinars, workshops, and technical responses to RFPs.
• Maintain CRM data and reports.
• Represent Draftable at industry events.
• Improve training materials and facilitate customer onboarding.

Team Collaboration

• Work with Sales, Support, and Product teams to optimize onboarding and deployment.
• Collaborate on customer requirements and custom demos.
• Share customer feedback to inform product development.
• Develop strategies to increase product awareness, adoption, and retention.

What You Will Bring

• 3+ years in pre-sales, solution consulting, or account management within B2B SaaS.
• Excellent communication skills to translate technical features into business value.
• Experience in education, training, and webinars in a sales context.
• Strong relationship-building skills across organizational levels.
• Ability to analyze data for customer retention and growth.
• Organized, analytical, adaptable with problem-solving skills.
• Proficiency in MS Office, CRM, and remote collaboration tools.
• Collaborative mindset and eagerness to learn.

Nice-to-Have: Experience with legal tech, legal workflows, RFPs, and Windows desktop support in high-security environments.

About Draftable

Draftable is a rapidly growing legal tech company providing enterprise software to law firms and legal teams globally. Our solutions help legal professionals focus on high-value work by automating manual tasks.

Part of Affinda Group, which includes Draftable, Affinda, and Vesparum.

Salary: £40,000-£50,000 + uncapped commission.

Our Commitment to Diversity and Inclusion

We foster an inclusive workplace and welcome applications from all qualified individuals.

Application Process

Submit a PDF with your cover letter and resume. We do not respond to unsolicited recruitment agency inquiries.