Customer Success Manager - EMEA

📌 About the Role

Jus Mundi is looking for a Customer Success Manager based in Paris or London, to lead our expansion in Europe and Middle East.

As a CSM - EMEA, you’ll play a key role in driving customer adoption, satisfaction, and retention across the region. This is your chance to work at the intersection of law and technology, empowering legal professionals with AI-powered research tools that transform the international arbitration and investment law landscape. 🌍

This role is ideal for someone who is curious about AI, passionate about legal innovation, and excited to build lasting relationships with top law firms and legal departments across Latin America.

🙌 The Team

You’ll be part of our Customer Success team, dedicated to ensuring our clients maximize the value of Jus Mundi’s platform and achieve their legal research goals. Our team is known for its collaboration, proactive problem-solving, and customer-centric approach, and you’ll have the opportunity to work with top professionals across product, engineering, sales, and legal operations.

As our CSM dedicated to EMEA, you’ll help shape our regional customer success strategy and work closely with international teams while building strong local relationships.

🌟Your mission at Jus Mundi

Customer Onboarding & Activation

• Manage onboarding and lead kickoff calls to create success plans aligned with customer goals
• Deliver product training with a strong focus on law and AI features
• Drive customers to initial value milestones within agreed timelines

Ongoing Customer Management

• Serve as the primary point of contact for a portfolio of customers across Europe and MENA
• Conduct periodic business reviews and success planning sessions
• Track usage, engagement, and satisfaction metrics
• Collaborate with Support and Product to resolve issues and relay customer feedback internally

Retention & Upsell

• Identify expansion needs within assigned accounts and align with Sales
• Coordinate with Sales to contribute to expansion pipeline and revenue targets

Reporting & Documentation

• Keep CRM and CS tools up to date with account data, interactions, and status

• Provide regular reporting on account health, risks, and expansion opportunitiesRequired Qualifications

• 3+ years of experience in legal tech, law firm environment, or legal services (associate level acceptable)

• Fluency in English and another European language (preference for French, Spanish or German) is mandatory. Arabic is a plus.

• Located in Paris (hybrid - office attendance 2 x week) or in London (hybrid - Paris office attendance 2 x every 2 weeks)

Essential Skills

• Strong interest and aptitude for AI - ability to understand, articulate, and train clients on AI-powered legal research tools
• Excellent relationship-building and communication skills with legal professionals
• Proactive, organized, and comfortable working autonomously in a remote environment
• Strong problem-solving mindset and customer-centric approach
• Ability to understand legal workflows and research needs (experience with international arbitration or investment law is a plus)

Bonus Skills

• Prior Sales or Customer Success Management experience (not required but valued)

• Background in international law, arbitration, or investment law

• Experience with SaaS platforms or subscription-based business models

• Familiarity with legal research databases or legal technology tools

• Comfortable with CRM tools, data tracking, and reportingWe’re proud of our multicultural team representing 37 nationalities! To ensure smooth communication, please apply in English (CV and application form questions).

• Introductory Video Call with Laurine, Talent Manager (30 min)

• Interview with Jess, Head of CSM (60 min)

• Case Study with Jess, Head of CSM, and Dima, Head of Europe/LATAM/Africa (1h30)

• Meet the team at the Office: Culture & Values Interview (45 min) + Lunch or Afterwork

• Last call with Jean-Rémi, CEO, or Anna, VP of People (30 min)

Please note that, due to the nature of the sector we operate in, the final steps of our recruitment process include reference calls and a background check.

Need More Reasons to Join Us? ✨

• 💻 Enjoy a hybrid working organization that combines remote and on-site work (2 days).
• 🏖 Get 5 weeks of vacation each year, and take them whenever it suits you.
• 😍 Participate in company-wide summits called JM Fest to connect and inspire.
• 🌍 Enjoy the flexibility to work from anywhere across the globe for up to 8 weeks per year.
• ✈️ Receive relocation assistance to help ease your transition to France.
• 💙 Last but not least: Experience a commitment to building a warm, inclusive, and diverse environment.

At Jus Mundi, we believe that diversity, equity, and inclusion are key to our success. Confidence can sometimes hold us back from applying for a job, but we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. We celebrate diverse backgrounds, experiences, and identities, and we encourage you to apply regardless of how you identify. Whether you’re early in your career or a seasoned professional, your unique perspective and skills are what matter most. Join us in building a workplace where everyone feels valued, empowered, and excited to contribute their best work every day.