Customer Success Manager

Miramis Technologies (formerly Pocketlaw); Stockholms kommun; On-site; SEK 650,000 - 850,000; Full time

Job summary

Miramis Technologies is seeking an ambitious Customer Success Manager to join our commercial team in Stockholm. You will own the full lifecycle for an enterprise portfolio, from onboarding to renewal and expansion, driving adoption and long-term value.

With 3+ years in B2B SaaS, you will engage senior stakeholders, manage cross-functional initiatives, and protect against churn while maximizing customer outcomes. Experience in the legal tech space is a plus but not required.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar role within a B2B SaaS environment.
• Proven experience driving retention, renewals, and expansion opportunities.
• Experience managing complex relationships within enterprise or mid-market.
• Strong commercial mindset and ability to lead value-based conversations.
• Proven onboarding/implementation project leadership with multiple stakeholders.
• Strong stakeholder management, engaging senior decision-makers.
• Structured, proactive work style with strong organization and prioritization.
• Fluency in Swedish and English (written and spoken).

Responsibilities

• Act as a trusted advisor for customers, driving adoption and articulating value of Miramis.
• Own the end-to-end customer lifecycle: onboarding, adoption, renewal strategy, and long-term relationship management.
• Project manage customer onboarding with structured rollout across teams.
• Identify and drive expansion opportunities within accounts across teams and features.
• Own renewal and expansion; proactively identify risks to protect retention.
• Educate and train customers on the Miramis platform and best practices.
• Coordinate with Sales, Product, and Support to align account activities with business objectives.
• Maintain portfolio organization and manage multiple engagements in parallel.
• Monitor customer engagement and usage trends; provide actionable recommendations.

Skills

Customer Success

Account Management

Stakeholder Management

Onboarding/Implementation

Cross-functional collaboration

Swedish language

English language

B2B SaaS experience

Job description

Miramis is seeking an ambitious and driven Customer Success Manager to join our growing commercial team. This role is ideal for someone with at least 3+ years of experience in B2B Customer Success who is ready to take ownership of a portfolio of enterprise customers and drive measurable business outcomes.

As a CSM at Miramis, you will play a key role in supporting our growing customer base by building strong relationships, understanding customer needs, and ensuring long-term success with the Miramis platform. You will manage the full customer lifecycle - from onboarding and adoption to renewal and expansion - and work proactively to maximize customer value, drive commercial growth, and protect against churn.

This role requires a high level of ownership, strong commercial acumen, and the ability to engage with senior stakeholders across multiple teams and functions.

Experience in the legal field is a strong plus, but not a requirement.

This position reports directly to the Director of Customer & Strategy and offers significant opportunities for professional development within a fast-paced, expanding company working with enterprise customers.

Key Responsibilities

• Act as a trusted advisor for customers, driving adoption and clearly articulating the value of Miramis
• Own the end-to-end customer lifecycle, including onboarding, adoption, renewal strategy, and long-term relationship management
• Project manage customer onboarding, including leading structured rollout initiatives across teams and departments
• Identify and drive commercial opportunities within customer accounts, including expansion to new teams, increased usage, and additional functionality
• Own renewal and expansion
• Proactively identify risks and take action to protect against churn and ensure long-term retention
• Educate and train customers on the Miramis platform, workflows, and best practices to ensure successful adoption and value realization
• Partner with internal stakeholders to align account activities with the customer's business objectives and strategy
• Maintain strong organization across your customer portfolio, prioritizing effectively and managing multiple engagements in parallel
• Monitor and analyze customer engagement and usage trends, providing actionable recommendations

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a B2B SaaS environment
• Proven experience driving customer retention, managing renewals, and identifying and closing expansion opportunities
• Experience managing complex customer relationships, preferably within enterprise or mid-market organizations
• Strong commercial mindset and confidence in leading customer conversations around value, growth, and long-term partnerships
• Demonstrated ability to lead onboarding or implementation projects involving multiple stakeholders
• Strong stakeholder management skills, with the ability to engage senior decision-makers
• Structured and proactive working style, with strong organizational and prioritization skills
• Experience working cross-functionally with Sales, Product, and Support teams
• Fluent in Swedish and English, both written and spoken (required)

Experience in legal tech, contract management, or working closely with legal, procurement, or similar functions is considered a strong advantage, but not a requirement.

Key Competencies

• Ownership and Accountability: Takes full responsibility for customer outcomes and follows through on commitments
• Commercial Mindset: Comfortable driving revenue growth and handling commercial discussions
• Churn Prevention Focus: Proactively identifies risks and acts early to secure retention
• Enterprise Orientation: Able to navigate complex organizations and multiple stakeholders
• Structured and Proactive: Plans ahead, prioritizes effectively, and drives progress independently
• Strong Communicator: Builds trust through clear, confident, and professional communication

Location

Stockholm office

About Miramis

Miramis is an AI-native, agentic Contract Lifecycle Management (CLM) platform that manages the full contract lifecycle - from creation and collaboration to signing, storage, and tracking. We turn the system of record into a system of action, connecting every team, tool, and step in one intuitive flow. We help organizations streamline contract workflows, increase efficiency, and gain full visibility and control over their agreements. Headquartered in Stockholm, Miramis is growing rapidly as more companies modernize how they manage contracts and workflows. Join us at Miramis and be part of building the future of contract management. Miramis Technologies helps companies solve their everyday legal needs - empowering every team in the organisation to create contracts and manage legal with efficiency, ease and confidence. Miramis is transforming legal for businesses - turning it from a business blocker into a business enabler - with the end goal of giving every company in the world legal peace of mind.