Customer Success Specialist

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job description

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Your role as Customer Success Specialist involves building and maintaining strong customer relationships by proactively identifying and addressing the needs of your assigned accounts. Your goal is to maximize product value realization and adoption, driving long-term, profitable relationships.

As a trusted advisor, you will aim to reduce churn, maximize retention, and contribute to revenue growth by enhancing the customer experience through strategic engagement and advocacy.

Key Responsibilities

• Serve as a trusted advisor to build long-term, value-driven relationships with Dye & Durham customers across various legal tech products, driving adoption, value realization, engagement, and retention while delivering an exceptional customer experience.
• Develop a strong knowledge of Dye & Durham products and services to confidently discuss functionalities and advise on how our solutions can improve legal practice workflows, becoming a trusted subject matter expert (SME) for clients.
• Proactively connect with customers via email, phone, online presentations, and in-person meetings or events to drive renewals, product adoption, customer satisfaction, and reduce churn.
• Guide customers through onboarding, training, and product adoption to ensure they derive maximum value from our products.
• Monitor and analyze customer usage and health metrics to identify and address potential issues proactively.
• Collaborate with internal teams (Sales, Product, Support) to resolve customer concerns and advocate for improvements in customer experience, product, and support offerings.
• Manage and de-escalate customer escalations, working with relevant teams to resolve issues.
• Work with the Account Management team to identify opportunities for upselling and cross-selling, contributing to revenue growth.
• Track and report on key success metrics, customer satisfaction scores, churn risks, and engagement levels.
• Maintain accurate client records in Salesforce, including communications, contract updates, and renewals.

Skills, Knowledge & Expertise

• At least 3+ years of experience in account management, customer success, sales, or customer service in a B2B software environment (SaaS experience is beneficial).
• Ability to communicate, present, and influence stakeholders at all organizational levels.
• Willingness and ability to learn and master the functionalities of Dye & Durham’s products to demonstrate value, facilitate training, and conduct demos for customers and prospects.
• Self-motivated with strong collaboration skills and a passion for exceeding customer expectations.
• Excellent communication and presentation skills.
• Willingness to travel up to 20% for client trainings, meetings, and conferences.

Beneficial

• Experience in the legal sector, e.g., as a Law Clerk, Paralegal, etc.
• Post-secondary education in business, accounting, law, or related fields, or equivalent experience in the legal industry.

At Dye & Durham, we strive to be visionaries! We provide internal and external training opportunities to prepare our employees for new challenges. We offer competitive salaries and benefits including healthcare, pension, discounts, wellness programs, and paid days off for moving or volunteering.

Do you share our DNA?

• We ask how tomorrow can be better than today.
• We are passionate about solving our customers' challenges.
• Our ideas break boundaries.
• We value different perspectives and encourage dialogue.
• We take ownership and celebrate together.

Dye & Durham is a global leader in legal technology, providing solutions for practice management, data insights, due diligence, and client onboarding to help law firms grow efficiently. Trusted by thousands worldwide, we enable legal practitioners to achieve more with less effort.