Customer Success Manager, Persuit

• You’ll need to be relentlessly proactive, commercially savvy, and energised by the opportunity to shape how we scale customer success
• If you’re a problem-solver with a knack for strategic relationship management and rigorous project management, and you love moving stakeholders through meaningful change, we’d love to meet you!
• 7+ years of professional experience, with 4+ years in Enterprise SaaS Customer Success, with a proven track record managing strategic, high touch accounts. You have overseen multiple implementations and launches
• Strong understanding of how to drive impact across the customer lifecycle and how to navigate complex organisations
• Clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You show your stakeholders how to become highly persuasive internal communicators of PERSUIT value themselves
• You see the bigger picture, detecting both growth opportunities and early risk signals. You work efficiently, and prioritise what matters most
• A positive, can-do mindset that starts with “yes, and”, rather than “no, but”, and you apply it to problem-solving and collaboration
• Ability to travel up to 20% to client and internal meetings or events

Desirable

• As a Customer Success Manager at PERSUIT, you’ll partner closely with in-house legal teams to modernise how they manage outside counsel, while ensuring they derive maximum value from our ever-evolving platform. Your job is to make renewal a no-brainer
• This is a hands-on, high-responsibility role where you’ll lead client engagements and strategy, and set the standard for execution and communication
• Owning a portfolio of enterprise clients in the US, overseeing the full customer lifecycle, from onboarding through adoption, expansion, advocacy and renewal
• Crafting strategic, data-driven success plans for clients, based on their goals and areas of untapped PERSUIT potential and value
• Managing projects and stakeholders to keep deliverables on track
• Running high impact meetings as you engage, consult, challenge and strategise with corporate law departments around best practice outside counsel management, and RFP and AFA strategies
• Training clients and investing in their self-service PERSUIT program, adoption and scalable enablement. Then driving ongoing change management
• Supporting commercial growth opportunities through upsell or cross-sell
• Building relationships and trust with stakeholders, converting them from users to advocates, and acting as the voice of the customer for product feedback
• Orchestrating PERSUIT’s internal specialist resources (executives, product, engineering, support, marketing etc) to deliver outcomes for clients
• Contributing to internal projects, such as content creation or process improvement