Manager, Customer Success

TN United Kingdom; London; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to lead a new team in London. This role involves developing strategies to enhance customer relationships and drive engagement with innovative legal tech products. You will be responsible for fostering a culture of high performance, tracking key success metrics, and ensuring customer satisfaction. This is a unique opportunity to shape a high-performing team and make a significant impact in the legal technology sector. If you are passionate about exceeding customer expectations and driving success, this role is for you.

Benefits

Healthcare

Pension

Discounts

Wellness Programs

Paid Days Off for Volunteering

Qualifications

• Experience in a Customer Success role within a B2B software environment.
• Strong people management and leadership skills.

Responsibilities

• Build and mentor a new Customer Success team, driving KPIs.
• Serve as a trusted advisor to enhance customer relationships.

Skills

Customer Success Management

B2B Software Experience

People Management

Stakeholder Communication

Collaboration Skills

Presentation Skills

Tools

Salesforce

Job description

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Job Title: Customer Success Manager

Your role as a Manager, Customer Success will be to build, lead and mentor a new Customer Success team, driving KPIs and embedding best practices. Reporting to the Managing Director, UK, you will develop strategies to meet business goals for our UK clients. Based in our Paddington office, you will take a hands-on management role, building a high-performing team from scratch, developing processes, and leading by example to foster long-term, profitable relationships.

Key Responsibilities

• Serve as a trusted advisor to build long-term, value-driven relationships with Dye & Durham customers across multiple legal tech products, driving adoption, value realization, engagement, and retention while delivering an exceptional customer experience.
• Foster a culture of productivity and high performance by developing and motivating a team of Customer Success professionals, utilizing systems and tools to monitor KPIs and report to senior leadership.
• Track and report key success metrics, customer satisfaction scores, churn risk, and engagement levels.
• Proactively engage with customers via email, phone, online presentations, and in-person meetings & events to drive renewals, product adoption, customer satisfaction, and reduce churn.
• Guide customers through onboarding, training, and product adoption to maximize value from our products.
• Monitor and analyze customer usage and health, proactively addressing potential issues before they arise.
• Collaborate with internal teams (Sales, Product, Support) to resolve customer concerns and advocate for improved customer experience and product support.
• Serve as an SME and escalation point for customer and team queries.
• Maintain accurate client records in Salesforce, tracking communications, contract updates, and renewals.

Skills, Knowledge & Expertise

• Recent, commercial experience in a Customer Success role within a B2B software environment (SaaS experience preferred).
• People management and leadership experience, especially in setting up teams from scratch.
• Experience within the legal sector is highly advantageous.
• Ability to communicate, present, and influence stakeholders at all levels.
• Self-motivated with strong collaboration skills and a passion for exceeding customer expectations.
• Excellent communication and presentation skills.

At Dye & Durham, we strive to be visionaries! We offer internal and external training opportunities, competitive salaries, and benefits such as 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 customer's 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 integrated solutions for legal practitioners worldwide, helping law firms grow efficiently and effectively.