Senior Customer Success Manager

LEGALFLY; England; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A legal AI platform is seeking a Senior Customer Success Manager in London to drive customer growth and retention. This role focuses on managing the full customer lifecycle, identifying opportunities for expansion, and ensuring strong product adoption. Candidates should have a proven track record in a SaaS environment, experience with B2B enterprise customers, and fluency in Dutch or French and English. The position offers a competitive remuneration package, equity compensation, and a hybrid work policy.

Benefits

Competitive remuneration package

Equity compensation (ESOP)

Health, hospital & dental insurance

Pension plan

Beautiful office in London

Free lunch on office days

Monthly team activities

Qualifications

• Proven track record of driving expansion revenue in a SaaS environment.
• Experience managing enterprise customers in a B2B context.
• Fluency in Dutch or French and English.

Responsibilities

• Lead customer lifecycle from onboarding to renewal.
• Identify upsell and cross-sell opportunities.
• Collaborate with Sales and Finance to scope and negotiate expansions.
• Drive business reviews focusing on value realization.
• Guide customers through deployment and change management.
• Track and report key metrics on customer success.

Skills

Driving expansion revenue

Managing enterprise customers

Building relationships

Consultative discussions

Data-driven decision making

Job description

Are you a seasoned & ambitious Senior Customer Success Manager who loves driving growth, not just retention? Ready to join the AI revolution and take ownership of customer expansion? We’d 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 Microsoft.

🚀 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 triple our team by the end of the year 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 anonymisation.

🌎 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, UAE and DACH region, 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 customer growth and retention: Lead the full customer lifecycle, from onboarding to renewal, with a focus on identifying and executing expansion opportunities that drive ARR growth.
• Be the customer growth partner: Use product adoption insights, usage analytics, and business reviews to surface upsell and cross‑sell opportunities.
• Lead commercial conversations: Partner with Sales and Finance to scope, price, and negotiate expansions, acting as the trusted advisor for enterprise clients.
• Drive strategic QBRs and EBRs: Lead business reviews that highlight value realization, ROI, and opportunities to deepen engagement.
• Champion adoption: Proactively guide customers through deployment and change management to ensure strong adoption of new features and use cases.
• Collaborate cross‑functionally: Work closely with Sales, Product, and Solutions to build scalable expansion playbooks and ensure customer feedback informs product development.
• Measure success: Track and report key metrics, including health scores, retention, expansion ARR, and NRR and use them to continuously improve our customer success motion.

You might be a fit if you

• Have a proven track record of driving expansion revenue and renewals in a SaaS environment.
• Have deep experience managing enterprise customers in a B2B context.
• Thrive in fast‑paced, high‑growth startups where you help shape the playbook, not just follow one.
• Are commercially minded, you understand business value, ROI, and how to influence buying decisions.
• Excel at building relationships and leading consultative discussions at executive level.
• Are process‑oriented, data‑driven, and able to balance strategic thinking with hands‑on execution.
• 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! 🚀