Scaled Customer Success Manager

Jobtailor; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

Jobtailor in London is seeking an experienced Customer Success professional to lead renewals and expansions within a named portfolio, driving retention and growth. You will coordinate QBRs, value reviews, and enablement sessions to showcase ROI.

The role requires managing a high-volume book, collaborating with Legal Engineering, Product, and Sales, and using data to guide strategy and proactive interventions for revenue protection.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting.
• Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets.
• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts.
• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews.
• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy.
• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment.

Responsibilities

• Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement.
• Lead scaled customer engagement motions, including QBRs, value reviews, and enablement sessions, to maximize product adoption and demonstrate ongoing ROI.
• Monitor customer health using data and analytics, identify churn signals early, and execute structured intervention plans to protect and grow revenue.
• Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs.
• Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals.
• Build and refine scalable playbooks and processes for customer engagement, renewals, and expansion.

Skills

Customer Success Management

Renewals Strategy

Data-Driven Decision Making

Stakeholder Engagement

Commercial Acumen

Tools

CS Platforms Utilization

Job description

Responsibilities

• Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement
• Lead scaled customer engagement motions, including QBRs, value reviews, and enablement sessions, to maximize product adoption and demonstrate ongoing ROI
• Monitor customer health using data and analytics, identify churn signals early, and execute structured intervention plans to protect and grow revenue
• Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs
• Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals
• Build and refine scalable playbooks and processes for customer engagement, renewals, and expansion

Requirements

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting
• Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets
• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts
• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews
• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy
• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment

Core Competencies

Demonstrates expertise in Customer Success and Account Management within Enterprise SaaS, focusing on renewals and expansions. Leverages data-driven insights and strong commercial acumen to enhance customer engagement and drive revenue retention.

Highest-signal resume keywords

• Customer Success Management
• Renewals Strategy
• Data-Driven Decision Making
• Stakeholder Engagement
• Commercial Acumen

Hard Skills

• Account Management
• Retention Strategy
• Upsell Identification
• Customer Health Metrics
• QBR Preparation
• Value Review Execution
• CS Platforms Utilization
• Process Development

Soft Skills

• Excellent Communication
• Strategic Planning
• Collaborative Mindset
• Proactive Disposition

Industry Keywords

• Enterprise SaaS
• Legal Technology
• Management Consulting
• Customer Engagement
• Churn Signal Monitoring