Customer Success Manager

Role Summary

Job title: Customer Success Manager

Location: London

Employment type: Permanent

Reports to: Senior Director of Customer Success (London)

Salary: upto £70,000 per annum (depending on experience)

 

Role Summary

As a key member of the Customer Success team, you will manage customer relationships throughout their entire journey, including supporting enterprise clients, ensuring they receive excellent service and achieve maximum value from our solutions. This role requires strong technical understanding, organisation, and people skills, with the ability to build relationships with stakeholders at all levels, including senior executives. You will focus on driving customer adoption, retention, satisfaction, and revenue growth while following established processes and best practices. In return, we offer a competitive salary, an attractive commission structure, and a range of employee benefits.

Responsibilities and Duties

• Lead customer success activities, ensuring high-quality service delivery aligned with client needs and business objectives.
• Act as the primary contact for customer queries, issues, and relationship management.
• Support and guide the Customer Success team to drive customer satisfaction and achieve key performance goals.
• Build strong relationships with 20-35 enterprise clients and key stakeholders.
• Drive account growth through upselling, cross-selling, and expansion opportunities.
• Increase customer retention through engagement, adoption, and advocacy initiatives.
• Provide ongoing account management and post-implementation support.
• Manage projects to ensure delivery on time, within scope, and within budget.
• Coordinate internal teams and external vendors to achieve successful client outcomes.
• Implement strategies to reduce churn, improve customer experience, and maximise recurring revenue.

Required Skills/Abilities

• Minimum 5 years' experience in a Customer Success, Account Management, Project Management, or similar client-facing role.
• Experience managing enterprise clients using CLM platforms or similar legal tech platforms, acting as a trusted advisor to improve contract management processes, increase user adoption, and drive business outcomes through effective use of CLM technology.
• Proven experience working within a SaaS environment; legal services experience is advantageous.
• Fluency in French or German is ideal.
• Strong relationship management skills, with experience engaging and presenting to senior stakeholders, including C-level enterprise clients.
• Demonstrated ability to influence, negotiate, and build consensus across customers and internal teams.
• Customer-focused with strong commercial awareness and the ability to understand and address business challenges.
• Proven track record of successfully managing customer relationships, driving retention, and delivering measurable business outcomes.
• Strong problem-solving skills with the ability to manage multiple priorities, navigate ambiguity, and adapt to changing circumstances.
• Experience managing complex projects, identifying risks and dependencies, and implementing mitigation plans.
• Solid technical understanding of software platforms, web technologies, and business processes.
• Excellent written, verbal, and presentation skills.
• Experience using CRM and project management tools such as Salesforce, Jira, or similar platforms.
• Experience managing global service delivery or working with geographically dispersed teams is desirable.
• Willingness to undertake occasional international travel as required.

Company Information

Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our team’s experience and expertise in documents, administrative and business services.  With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore and onsite delivery of our award-winning services. 

If you are exceptional at what you do, we would love to put you to work in an exceptional company in an exceptional position.  

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Visit us at www.integreon.com