Customer Success Manager

Our client is looking for a Customer Success Manager to join their London based team. They are a market-leading AI-powered platform revolutionising the way companies handle and analyse their legal and compliance documents.

Using advanced machine learning, our client empowers teams with deeper, faster insights, helping them make more informed decisions in a competitive landscape. We are a team of innovators and problem-solvers, committed to reshaping the future of document analysis.

Role Overview:

As a Customer Success Manager at our client, you will play a key role in ensuring our clients maximise the value from our solutions. You will be responsible for onboarding new clients, guiding them through their journey, and ensuring they are well-supported to reach their goals. This role requires a combination of technical understanding, an analytical mindset, and outstanding people skills to communicate complex insights effectively to diverse audiences. You will be our clients' advocate, ensuring they have an exceptional experience at every touchpoint.

Key Responsibilities:

1. Client Onboarding and Training: Facilitate smooth onboarding experiences, helping new clients get started with our products and quickly see the benefits.
2. Client Relationship Management: Develop and maintain strong, long-lasting relationships with clients, acting as a trusted advisor to understand their needs and challenges.
3. Technical Support and Troubleshooting: Use your understanding of our client's products to help clients navigate any issues, ensuring they feel supported and informed.
4. Product Advocacy: Educate clients on the full capabilities of our client's offerings, staying up-to-date on product updates and ensuring clients understand how to leverage them.
5. Customer Feedback: Act as a voice of the customer, collecting feedback and sharing insights with internal teams to drive continuous product and service improvements.

Key Requirements:

1. Academic Excellence: A 1st or 2:1 degree from a Russell Group university (or equivalent) is preferred. While no specific degree is required, candidates with backgrounds in scientific or technical fields are encouraged, as they tend to excel in understanding and articulating complex ideas.
2. Personable and People-Centric: Demonstrable interpersonal skills, making you approachable, effective, and trusted in client relationships.
3. Achievement-Driven: Evidence of excellence, such as a high academic achievement, competitive sports, or other accomplishments.
4. Problem-Solving Mindset: Ability to understand client issues, providing technical support when necessary and translating technical concepts into easily understandable language.
5. Customer Service Experience: Prior experience in customer service or a similar role is beneficial, as you will be responsible for supporting clients with diverse needs.