Manager, Customer Success

Swooped; United States; Remote; USD 115,000 - 173,000; Full time

Job summary

Swooped, a leader in AI legal tech, is seeking a Manager for their Customer Success team. This role involves leadership of the team, collaboration across departments, and improving processes to enhance SaaS product support. Ideal candidates will have significant experience in B2B SaaS, particularly within the financial services sector.

Benefits

Remote-first working policy

Paid flexible time off policy

Paid parental leave and benefits

Employer-supported retirement contributions

Monthly phone and internet reimbursement

Company-sponsored LinkedIn Learning accounts

Qualifications

• 5+ years in Customer Success supporting a B2B SaaS product.
• 2+ years managing a team, particularly in financial services.

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Collaborate with cross-functional teams for operational support.
• Attend client meetings in New York City up to four times a year.

Skills

Strong Communicator

Coaching

Critical Thinking

Stakeholder Savvy

Naturally Curious

Organized and process-oriented

Job description

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The company is the global leader in AI legal tech for private markets. Powered by industry-leading AI, data from 1M+ contracts, and a global network of legal professionals, their private markets technology platform streamlines and optimizes critical legal and compliance workflows across the full fund lifecycle. The company’s purpose-built solutions automate contracts, streamline obligation management, digitize entity management, and surface insights. Trusted by more than 800 global GPs, investment banks, law firms, and advisors - including nine of the top ten PEI-ranked firms worldwide - the company helps firms focus on what’s important to them.

Culture

The company is a remote-first company that values the power of connection. They find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, the company enables you to shape your impact and growth. Their commitment to innovation extends beyond their technology; it’s embedded in their culture, and AI plays a crucial role in everything they do.

The culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Their commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.

For this job we are currently only hiring candidates based in the United States, with a preference for candidates in Central or Eastern time zones.

About The Role

Our client is seeking a Manager, Customer Success to join its growing Customer Success (CS) team.

Reporting to the Director of Customer Success, this person will lead and develop a team of Customer Success Managers responsible for adoption, engagement, advocacy, renewal, and expansion efforts for the company’s Insight product. This role is a great opportunity for someone looking to support the company’s efforts to build and maintain a high-performing team while improving processes and owning cross-functional work to support the daily operations of the CS function.

If you have experience managing a CS team in the B2B SaaS space, particularly in the financial services industry, we’d love to meet you!

What you’ll do

• Lead a team of high-performing Customer Success Managers, ensure they are hitting both individual and team goals, and serve as a point of escalation for any ongoing issues
• Hire and train new Customer Success Managers as the team continues to scale
• Collaborate with Product, Finance, Sales, Revenue Operations, and Legal Partnerships to support the day-to-day operations of the CS team
• Identify opportunities to improve and evolve the CS function in an effort to better support SaaS products
• Attend client meetings in New York City up to four times a year, with additional ad-hoc trips 1-2 times a year

What you’ll bring

• Experience : 5+ years in a Customer Success role supporting a B2B SaaS product, ideally within the financial services industry, with 2+ years of experience managing a team
• Strong Communicator: Has the ability to express oneself clearly, confidently, and appropriately in various contexts and with diverse audiences
• Coaching : Invests in the development of others, fostering a culture of continuous improvement and ultimately contributing to the overall success of the organization
• Critical Thinking: Goes beyond surface-level understanding and engages in deep, logical, and rational thinking to form well-reasoned judgments and make informed decisionsStakeholder Savvy: Possesses a deep understanding of the importance of stakeholders in a project and actively works to build positive relationships and engage with them effectively
• Naturally Curious : Asks questions and seeks out new information, often delving deeper into a subject to gain a more complete understanding; willing to consider different perspectives (even if they don't align with their own)
• Organized and process-oriented : Able to break down complex projects into smaller, manageable tasks, and create a structured plan with clear timelines and milestones; prioritizes systematic approaches, efficiency, and consistency in their work

Base Pay Range

$115,200—$172,800 USD

Hiring Locations

The company currently hires exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.

United States

APAC

Hong Kong

EMEA

United Kingdom

Benefits Snapshot

• Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance

Travel

Occasional travel is required for employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Computer and Network Security and Technology, Information and Media

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