About the job
Our client is one of the fastest-growing tech startups in the legal world on a mission to transform legal operations using their patented AI-powered software combined with a best-in-class Customer Success team empowers corporate legal teams to do better, no matter the starting point, and they are currently looking for a Customer Success Manager to join their team.
Given the focus on customer advocacy and outcome-driven success, CSMs must possess strong skills in the following areas: communication, organization, presentation, data analysis, problem solving, time management, and relationship building. Additionally, CSMs must have the ability to manage a diverse book of business with accounts of varying size, maturity, complexity, and geographic location.
MAIN TASKS
- Establish trusted advisor relationships with customer executive sponsors such that all activities are closely aligned with the customer's business strategy, allowing the full potential of their solution to be realized
- Track customer outcomes and success goals with regular weekly / bi-weekly meetings to ensure progress
- Deliver Quarterly Business Reviews (QBRs) focused on key data insights, adoption, proactive recommendations, and value realization for customers
- Identify blockers to client success and develop mitigation strategies through internal and external collaboration
- Continuously articulate the value and inspire the future of the company, and define adoption and expansion strategies across the customer's organization
- Address client inquiries quickly and manage all requests through to completion while setting clear timelines and expectations
- Conduct regular health checks to identify risks early and determine mitigation strategies
- Understand and track customer feature requests and provide regular input to the Product team based on customer feedback
- Develop communication cadence and leadership on product updates that impact your customers' global content activities and objectives
- Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer's advocate.
VALUED SKILLS
- You have 3-5 years' experience in a CSM role, managing enterprise customer relationships remotely, and delivering successful outcomes
- Domain knowledge or expertise in legal management, legal operations or legal service delivery would be highly valued
- You pride yourself on your ability to network and manage relationships across many different functions within a complex global customer organization
- You're known for your excellent communication skills, including customer facing verbal, written, and presentation ability
- You have anticipated customer risks and applied appropriate mitigation actions
- You've demonstrated the ability to handle multiple clients, projects and priorities simultaneously
- You are highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions
- You are naturally curious and have a true willingness to become an expert on our product, our industry, and our customers' business needs.
- Experience with Salesforce, JIRA, Zendesk or other account management and CS software
- Detailed understanding of the SaaS business model with experience delivering SaaS solutions for midmarket and enterprise business customers
If the role interests you, please get in touch via email for more details, please keep in mind you would need valid RTW to apply for this role as it is a full-time, permanent opportunity.
If you are interested in other roles or career change, please do not hesitate to contact me too.
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco Ireland is acting as an Employment Agency in relation to this vacancy.
