Description
The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for customers. This role ensures that customers fully adopt and leverage solutions to achieve their objectives, deriving maximum value from their investments.
Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction.
Key Responsibilities:
- Build and maintain multi-threaded relationships across legal, innovation, KM, IT, and leadership;
- Lead onboarding and implementation end-to-end;
- Proactively identify, validate, and scale new use cases;
- Manage a portfolio spanning international and regional law firms and corporate legal departments;
- Work effectively across multiple countries, cultures, and time zones;
- Coordinate with third-party implementation partners and resellers;
- Capture and communicate voice of the customer to relevant functions;
- Support targeted deals by supporting Proofs of Concept and facilitated trials.
Outcomes:
- Value realisation: define success outcomes with each customer, build success plans, and deliver measurable impact;
- Adoption at scale: drive end-user enablement and “day-to-day” usage;
- Customer health & renewal readiness: monitor product usage and sentiment, identify risks early;
- Expansion signal creation: uncover new use cases, broaden stakeholder alignment;
- Voice-of-customer: turn customer insights into actionable feedback.
Requirements:
- 4+ years in Customer Success / Account Management / Implementation in B2B SaaS;
- Experience supporting legal customers, or working within a legal or regulated professional services environment;
- Demonstrated ownership of the customer lifecycle: onboarding, success planning, and retention management;
- Cross-functional collaboration and stakeholder engagement;
- Product/technical aptitude: ability to quickly learn AI platforms;
- Fluent written and spoken English;
- Willingness to travel regularly across the Middle East and Africa.
Benefits:
- Hybrid Work Model;
- Flexibility & Work-Life Balance;
- Career Development and Growth;
- Industry Competitive Benefits;
- Culture;
- Social Impact;
- Making a Real-World Impact.