Senior Client Success Manager

Summary

Join StructureFlow, a Series A funded startup revolutionizing how professionals work with complex information through its visual modeling solution. As a Senior Client Success Manager, you will manage high-value client relationships, from onboarding to retention, acting as a trusted advisor. You will strategically drive growth, lead QBRs and renewals, and mentor other CSMs. Leveraging your legal tech expertise, you'll build strong client relationships, drive user engagement, and collaborate with cross-functional teams. This remote-first role offers a dynamic work environment and significant impact on the company's success.

Requirements

• A minimum of 3 years of experience in a customer success role , preferably in a SaaS or technology-enabled services company
• Engaging, friendly and professional consultative approach – you will be comfortable with building relationships with clients and querying them to uncover their needs and challenges, proactively identifying opportunities to enhance satisfaction and adoption
• Proven experience in building and maintaining strong client relationships, with a history of driving user engagement and product adoption through trials and full service
• Excellent skills in verbal and written communications, strategic planning, and project management
• Analytical, process-oriented and data-driven mindset – you will be comfortable analysing usage patterns and metrics to drive action
• Active team player, self-starter, and multitasker who can quickly adjust priorities and work effectively across multiple departments in a deadline-driven environment
• Ability to create and deliver engaging content (e.g., demos, trainings, videos, campaigns) that has led to measurable client success
• Experience managing and influencing senior stakeholders , demonstrating leadership in driving change management and user success
• Strong collaborative mindset with the ability to work closely with sales, product, marketing, and engineering teams to enhance the customer experience
• Knowledge of legal industry trends, challenges, and best practices, particularly within AMLAW 200, Magic Circle or similar firms

Responsibilities

• Manage a portfolio of high-value clients and work closely with the assigned Account Executive to strategically drive growth and maximise client value
• Take full ownership of your client relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.  You will act as a trusted and strategic advisor to help ensure the continued value of our products and services
• Manage senior-level stakeholders, guiding them towards success through influence and rapport-building. Lead Quarterly Business Reviews (QBRs) and renewals, aligning accounts with overarching strategic goals
• Leverage your extensive experience to mentor and support other customer success managers, providing guidance and fostering professional growth within the team
• Assist other CSMs to handle escalated client issues, working with cross-functional teams to resolve problems and escalate to the Head of Client Success or CPO/CRO when necessary
• Collaborate with the Head of Client Success and wider team to implement best practices and scale client engagements effectively. Use data insights to foster growth and expand into new verticals and regions
• Develop deep understanding of each client's goals, workflows, and pain points.  You will use a consultative approach to help clients overcome issues and achieve their goals
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Proactively identify opportunities to enhance client satisfaction and drive product adoption.  Analyse client data and usage patterns to uncover insights and recommend strategic initiatives
• Work closely with the sales team to deliver successful outcomes for both the client and StructureFlow, providing a seamless experience from trial to full service
• Partner closely with the product team to ensure client perspectives and pain points are incorporated into the roadmap and that enhancements are communicated and demonstrated to the client, clearly showing the value they bring to their specific use cases
• Work with sales and marketing teams to boost customer referrals and develop case studies. Maintain and analyse customer-success metrics and data to drive continuous improvement

Preferred Qualifications

• Background in law, education, behavioural psychology, or a related field is highly desirable
• Experience in working on a canvas-based application or visual collaboration tool
• Strong understanding of legal processes and terminology
• Experience of working with AI technologies such as NLP or Open AI

Benefits

• Competitive salary
• Opportunity to join a dynamic, early-stage startup in our mission to become the critical infrastructure for transactions of the future
• High impact work that really matters - success in this role will drive our company forwards and have an outsized impact on our business and our clients
• Flexible working – we are remote-first with a bright central London office for those who want to use it
• Learning and development budgets and support
• Regular socials and events for the whole company