Customer Success Manager

The Role: Client Success Manager

We’re hiring a Client Success Manager to help deliver on our core promise — enabling clients to master complexity. The role focuses on guiding customers from their initial engagement with our tool through to full integration into their day-to-day workflows. The goal is for us to become not just a tool they use occasionally, but a fundamental part of how they operate.

You’ll oversee a portfolio of enterprise clients across North America, including law firms, private equity funds, and accounting/tax organisations. Your responsibility spans the full customer lifecycle — from pre-sales pilots through onboarding, growth, and renewal — working closely alongside the Account Executive assigned to each account.

This is a proactive role. Rather than waiting for issues to arise, you’ll monitor adoption data, track account health, and take early action where needed. This requires confidence in interpreting data, forming insights, and acting independently.

You’ll also contribute during the pre-sales phase. For more complex evaluations, you’ll partner with the Revenue team, offering a Customer Success perspective on onboarding risks and helping define what success should look like before a deal is finalised.

Our Customer Success function is built on a structured operational framework with clearly documented processes and supporting tools. At the same time, there’s meaningful opportunity to refine and improve how we work. This role suits someone who enjoys both operating within structure and contributing to its evolution.

Key Responsibilities

Pre-sales support
Collaborate with the Revenue team during complex pilots, providing insight into deal quality and ensuring continuity from evaluation through to onboarding.

Onboarding & value delivery
Take ownership from contract signature, define the Customer Success Plan (CSP), and guide each client to a clearly defined first-value milestone tied to real work.

Driving adoption
Shift usage from limited individuals to firm-wide adoption. This includes proactive monitoring, impactful QBRs, and expanding usage across teams.

Expansion & renewals
Begin renewal planning six months in advance, maintain a clear view of growth opportunities, and develop expansion pathways before transitioning to the Account Executive.

Requirements

Domain expertise is essential
Our clients are highly knowledgeable, so credibility is key. Ideal candidates will have experience in professional services — such as law, accounting, tax, restructuring, M&A, or alternative finance — combined with a client-facing role in SaaS or technology. You should be comfortable discussing deal structures and transaction flows without needing foundational explanations.

Skills & Experience

Essential:

• 3+ years in enterprise Customer Success or account management within B2B SaaS or professional services technology

• Strong strategic thinking with the ability to execute against plans

• Proven experience managing renewals and driving expansion

• Confidence engaging senior stakeholders

• Familiarity with CS platforms such as HubSpot, Planhat, Gainsight, ChurnZero, or similar

• Strong written communication skills

Desirable:

• Background or qualifications in legal, accounting, or finance

• Understanding of compliance considerations in technology adoption

• Interest in applying AI to improve Customer Success workflows and client outcomes

• Experience helping to build or evolve a CS function

Benefits

• Competitive salary with performance-based bonus

• 25 days annual leave (standard across the global team)

• Comprehensive healthcare (medical, dental, vision)

• 401(k) plan

• Flexible working model combining remote work and travel

• Learning and development budget

• Opportunity to join a fast-growing, early-stage company shaping how complex industries operate

• High-impact role with meaningful influence on both company growth and client success