Customer Success Manager

Our client is a leader in legal technology whose mission is to create great technology to modernise the practice of law. Their solutions apply artificial intelligence and cloud computing to help lawyers and legal teams improve legal outcomes for their clients. Corporate legal departments, law firms, and government agencies around the world use their software as their e-discovery solution for compliance, disputes, and investigations.

Due to rapid growth, they now have the requirement for a Customer Success Manager, who will be responsible for the account level happiness and health within an assigned book of business, as well as onboarding new clients.

You will oversee and safeguard the client relationship within your portfolio, making certain that the value of the company is immanent in every interaction.

Day to Day responsibilities

  • Building long lasting relationships with clients.
  • Driving adoption and growth within accounts through proactive user outreach and adoption plays designed to reinforce ROI to all active users.
  • Responsible for proactive management and risk mitigation of clients to ensure their long-term success and account expansion.
  • Analysing business processes and client data to quantify account health and prioritise internal process changes as well as client outreach.
  • Collaborating cross-functionally within and across the various internal functions to address client concerns and barriers.
  • Managing client hand-off between sales and Client Success
  • Planning and executing client kick-off to ensure client understands resources, whilst simultaneously setting up the matter, and initial data ingest
  • Serving as concierge for clients at the outset of engagements to ensure best outcomes utilising all of products and resources
  • Ensuring clients are properly connected to training resources to get the most out of products
  • Developing product and services knowledge in order to help clients achieve maximum value from their relationship with the company.

Requirements

  • 3+ years of client management experience
  • Strong client management, account management, or client success experience in a rapidly growing SaaS company; project management and operations background a plus
  • Excellent presentation and communication skills (oral and written).
  • Customer-centric thought process with the ability to provide process improvement to the client experience.
  • Ability to connect clients to technology in a meaningful way
  • Experience improving customer satisfaction through leveraging playbooks, relationship building and problem solving.
  • Ability to thrive in a fast-paced environment
  • Any eDisclosure or litigation support experience is a plus
  • Technologically savvy

This is an exciting role, with a fast growing company, who offer a great salary, competitive benefits package and the opportunity to grow and shape your career.

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