Client Success Manager

Who you are

• If you’re a problem-solver with a knack for strategic relationship management, communication, and rigorous project management—and you love moving stakeholders through meaningful change—we’d love to meet you!
• 4–6+ years of experience in Enterprise SaaS Customer Success or Consultancy—or a shorter track record with clear evidence of early ownership of strategic accounts. It’s an added bonus if you’ve overseen software implementations and launches
• We care more about your trajectory than your years. If you’ve taken on more than your title suggested, we want to hear about it
• An understanding of how to drive impact across the customer lifecycle and navigate complex organisations. You see the bigger picture, detecting both early risk signals and growth opportunities
• You’re a clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You help your stakeholders become highly persuasive internal communicators of PERSUIT’s value themselves
• You work efficiently and prioritise what matters most. This may include bringing technical curiosity to your work and using AI to work smarter and more efficiently
• A positive, can-do mindset that starts with “yes, and” rather than “no, but”, which you apply to taking ownership, problem-solving, and collaboration
• Ability to travel up to 10% for client and internal meetings or events
• Background in legal ops, legaltech, fintech, or enterprise SaaS
• Knowledge of legal pricing, law firm RFP processes, and/or corporate legal departments
• Experience in a startup or scale-up environment, with the adaptability and pace it demands
• Background in legaltech, fintech, or enterprise SaaS
• Experience working in a startup or scale-up environment, with the adaptability and pace that comes with it
• Candidates must have current, valid work authorization in the country where the role is based

What the job involves

• As a Customer Success Manager at PERSUIT, you’ll partner closely with in-house legal teams to modernise how they manage outside counsel and legal spend, while ensuring they derive maximum value from our ever-evolving platform. Your job is to make renewal a no-brainer
• This is a hands-on, high-responsibility role where you’ll lead client engagements and strategy
• You’ll need to be relentlessly proactive, commercially curious, and energised by the opportunity to shape how we scale Customer Success
• Own a portfolio of enterprise clients across EMEA, overseeing the full customer lifecycle from onboarding through adoption, expansion, advocacy, and renewal
• Craft strategic, data-driven success plans for clients based on their goals and areas of untapped PERSUIT potential and value. This includes our expanded platform capabilities following the acquisition of Apperio in 2025
• Manage projects and stakeholders to keep deliverables on track
• Run high-impact meetings as you engage, consult, challenge, and strategise with corporate legal departments around best practices in outside counsel and spend management, including RFP and AFA strategies
• Train clients and invest in their self-service PERSUIT programmes, adoption, and scalable enablement, while driving ongoing change management
• Support commercial growth opportunities through upsell and cross-sell, working closely with our Expansions Sales team
• Build relationships and trust with stakeholders, converting them from users to advocates and acting as the voice of the customer for product feedback
• Orchestrate PERSUIT’s internal specialist resources—including executives, Product, Engineering, Support, and Marketing—to deliver outcomes for clients, while protecting your time for high-impact strategic work
• Contribute to internal projects, such as content creation and process improvement

Benefits

• Time Off
• Retirement Contribution Plans
• Medical, Dental, & Vision Plans
• Learning & Development Allowance
• Wellness Allowance
• Charity Matching Program
• Paid Time to Volunteer
• Paid Parental Leave
• Employee Referral Bonus Program