Customer Success Manager, Jigsaw
£44-48k
+ £11K – £12K Commission
3 days a week in office
Design tool for the professional services industry
Posted today
Design tool for the professional services industry
101-200 employees
Posted today
£44-48k
+ £11K – £12K Commission
3 days a week in office
101-200 employees
Company mission
To transform the creation, manipulation, and presentation of the full spectrum of business diagrams - making diagramming easy, quick, and visually impactful.
Role
Who you are
- 1-3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV)
- A proven ability to independently manage a portfolio of 15-25 accounts with varying health scores and engagement levels and a track record of achieving high GRR and NRR goals
- Experience negotiating renewals and expansion deals, with comfort discussing pricing, contract terms, and ROI
- A background in legal, legal tech, professional services software, or highly regulated industries is a strong plus
- Proficiency with CRM tools (Hubspot preferred)
- Comfortable with SaaS products and ability to learn technical features quickly
- Exceptional verbal and written communication skills with high emotional intelligence and executive presence, in person and virtually. You easily build authentic relationships with stakeholders from end-users to executives
- Positive, high-energy presence that puts customers and colleagues at ease. When challenges arise, you focus on solutions rather than complaints. People leave conversations with you feeling motivated and supported
- To thrive in ambiguity and you're comfortable building the plane while flying it and don't need perfect processes to be effective
- To take ownership of your book of business, but know when to collaborate, escalate, or ask for help
What the job involves
- As a Customer Success Manager at Jigsaw, you'll serve as a trusted advisor for law firms across Europe, driving adoption and business value from our legal technology solutions. You'll own a portfolio of accounts representing approximately $1M in ARR, managing the full post-sale customer lifecycle from onboarding through renewal and expansion
- This role puts you at the intersection of legal innovation and client partnership. You'll work with world-renowned law firms, becoming an integral part of their operations and helping them transform how they work. Your success will be measured by retention, expansion revenue, customer satisfaction, and your ability to turn clients into advocates
- Working at a high-growth startup means variety, velocity, and the opportunity to shape what we're building. Things move fast, and we need someone who thrives in ambiguity, learns quickly, and isn't afraid to roll up their sleeves. This is an opportunity to build your career alongside a scaling business
- If you're energised by solving complex problems, building lasting relationships, and being part of the legal tech revolution, we'd love you to join us
- Serve as the primary point of contact and trusted advisor for a book of 15-25 law firm clients, owning their success and revenue outcomes
- Develop deep understanding of each client's business objectives, workflows, and success metrics to align Jigsaw's value to their strategic priorities
- Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot
- Proactively monitor customer health signals (usage analytics, engagement patterns, support trends) to identify at-risk accounts before renewal and develop and execute risk mitigation strategies
- Lead renewal negotiations, structuring agreements that reflect delivered value and set foundation for expansion, identifying cross-sell and upsell opportunities through discovery conversations and strategic account planning
- Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that demonstrate ROI and deepen executive relationships
- Deliver high-impact training sessions, workshops, and demos for end-users, champions, and train-the-trainer programs
- Identify and cultivate champions within client organisations who can drive internal adoption and advocacy
- Create success stories, case studies, and reference opportunities with your most engaged clients
- Partner closely with Sales (hand-offs, upsells), Product (feature requests, roadmap influence), and Product Success (escalations, technical issues) to ensure seamless customer experience
- Advocate for customer needs internally, translating feedback into actionable insights for product and go-to-market teams
- Contribute to CS playbooks, best practices, and processes as we scale the function
Salary benchmarks
Our take
In the landscape of business operations, the creation and communication of intricate diagrams pose a significant challenge. Traditional tools often fall short in terms of speed and aesthetics, making it time-consuming to produce visually impactful representations of deals, business flows, corporate structures, and more. Businesses face the need for a solution that not only accelerates the diagramming process but also enhances the visual appeal and clarity of these representations to align with modern standards of communication.
Enter Jigsaw, a solution addressing the shortcomings of traditional diagramming tools. Jigsaw is revamping the creation, manipulation, and presentation of business diagrams, offering an experience characterised by speed, aesthetics, and data accessibility. With the ability to build diagrams up to 40 times faster than conventional products, Jigsaw enables users to design complex graphics, turning them into live presentations or collaboration tools.
Moreover, Jigsaw serves as a centralised hub for all diagram-related information, allowing users to easily track, search, and modify data points associated with their diagrams, providing a solution to the challenges posed by traditional diagramming tools.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
5 people
Chip, Design Lead
Our mission
Solve customer problems creatively by fostering trust and collaboration. Craft impactful solutions that improve users' lives.Insights
39% female employees
Company
Employee endorsements
Nice people
"Everyone's so motivated, supportive, and open to collaborating. There’s such positive energy in the office - it genuinely feels like I’m coming in..."
Funding (1 round)
Apr 2024
$15m
SERIES A
Total funding: $15m
Company benefits
- Mental health support and counselling sessions
- Travel reimbursement for core days
- Professional development budget
- Choice of ClassPass, Puregym or gym reimbursement
- Lunch allowance up to £15 on core days
- Breakfast on core days
- 25 days annual leave
- Pension
- Cycle to work scheme
Company values
- Ownership over empire
- Growth requires grit
- No drama, great karma
Company HQ
Shoreditch, London, UK
Articles
Leadership
Travis Leon
(Co-CEO)Travis practised at a Magic Circle law firm before moving into banking, and then co-founding XRef with Stephen. After its acquisition, they helped build the Litera conglomerate before an exit in 2019.
Stephen Scanlan
(Co-CEO)Stephen was an Investment Funds Lawyer for ten years at a top international firm. They founded XRef with Travis, the automated proofreading company which was successfully sold to Litera in 2016.
People progressing
A law graduate, they first joined Jigsaw as a Product Associate and worked their way up to APAC Lead in just over 3 years.
A law graduate, they first joined Jigsaw as a Junior Operations Executive and worked their way up to Chief of Staff in less than 3 years.
People breakdown
39%
61%
Female
Male
Last updated on 19 August 2024
Diversity, Equity & Inclusion at Jigsaw
Catherine Alani (Chief Operating Officer)
- We recognise that a diverse team encourages the right conversations and challenges how our products work and who they work for. By creating an inclusive culture where people from different backgrounds and experiences can thrive, we are all better equipped to design and deliver solutions that meet the needs of a wider range of users.
- We want our hiring processes to be fair, transparent and accessible to the widest range of people. We never want people to be put off applying because they don't meet 100% of the listed criteria, and we never want someone to be deterred if they might need us to make a small change to the process so they can showcase their capabilities to the fullest.
- We appreciate that asking for accommodations during the interview process is daunting, and requires vulnerability when you don't know us yet. You do not need to tell us why you are requesting accommodations. Please email your recruiter to discuss and arrange accommodations. For example, this could be anything from audio transcription compatible video conferencing to an interview time that fits around childcare.
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