Senior Customer Success Manager (UK)

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Requirements:

• 3+ years in customer success, ideally with B2B enterprise-level clients in the financial services industry.
• Impeccable verbal and written communication skills; high EQ allows for effective relationship building.
• Skilled at building rapport with customers and proactively exceeding customer expectations.
• Ability to learn and distill complex technical concepts into digestible communication and training.
• Experience with and/or interest in legal contracts, legal technology, and the private funds space.

Responsibilities:

• Manage relationships with a portfolio of satisfied customers, ensuring consistent contract renewals and high gross retention rates.
• Oversee and optimize onboarding processes while implementing tailored customer adoption and success plans aligned with documented objectives.
• Facilitate effective communication with diverse stakeholders, including legal, compliance, and executive teams.
• Identify and nurture potential up-sell and cross-sell opportunities and customer champions.
• Contribute to enhancing internal processes to boost overall customer experience and operational efficiency.
• Demonstrate strong project management skills and a consultative approach to evaluate complex trade-offs.