Customer Success Manager

PocketLaw Limited; Stockholms kommun; On-site; SEK 650,000 - 900,000; Full time

Job summary

Miramis seeks a Customer Success Manager to own the end-to-end lifecycle for a portfolio of enterprise customers. You will build strong relationships, drive adoption, and align with business objectives.

The role emphasizes ownership, strategic thinking, and cross-functional collaboration with Sales, Product, and Support. Experience in legal tech or contract management is a strong plus, and the position reports to the Director of Customer & Strategy.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or similar in a B2B SaaS environment.
• Proven ability to drive customer retention, manage renewals, and close expansion opportunities.
• Experience managing complex customer relationships, preferably with enterprise or mid-market accounts.
• Strong commercial mindset and ability to lead customer conversations around value and growth.
• Experience leading onboarding/implementation projects with multiple stakeholders.
• Strong stakeholder management, able to engage senior decision-makers.
• Structured and proactive, with exceptional organizational and prioritization skills.
• Fluent in Swedish and English, both written and spoken.

Responsibilities

• Act as a trusted advisor for customers, driving adoption and articulating value of Miramis.
• Own end-to-end customer lifecycle including onboarding, adoption, renewal strategy, and long-term relationship management.
• Project manage customer onboarding and lead rollout initiatives across teams.

Skills

Customer Success

Account Management

Stakeholder Management

Commercial Mindset

Onboarding

Renewals

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.