Definely

Senior Customer Success Manager

Definely

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Senior

About the role

  • Manage and grow a portfolio of Enterprise customers.
  • Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer’s overall experience.
  • Keep track of customer churn and customer satisfaction and identify ways to improve the customer experience.
  • Collaborate with our customers to ensure that our product is launched effectively into their business.
  • Become a Definely product expert and educate the customer and end-users about the power and benefits of our product.
  • Deliver training sessions and workshops to ensure product adoption and retention of end users.
  • Be the voice of the customer and feed this back to Definely.
  • Drive customer growth and retention by developing best practices to ensure ongoing success.
  • Manage the renewal process including expansion opportunities within your portfolio.

Requirements

  • 5+ years experience in Customer Success, Relationship Management, or similar role working with Enterprise customers (>1000 users) within a B2B SaaS business.
  • Consistent track record of handling portfolios of 20-40 Enterprise accounts.
  • Solid experience in legal tech.
  • Enthusiastic and hungry to join a rapidly growing tech startup.
  • Experience building and maintaining relationships whilst working to mitigate churn, drive adoption and renewals.
  • Comfortable in a startup environment.
  • Analytical Rigour: Data-driven approach to identifying and solving problems.
  • Excellent interpersonal skills: the ability to build strong relationships and rapport with existing customers.
Benefits
  • 💰 Competitive salary & annual bonus
  • 📈 Equity in Definely
  • 🎉 Annual company offsite
  • 🏠 Remote working with occasional travel to customers
  • 🏖️ 25 days holiday + public holidays
  • 📚 $750 annual learning & development budget
  • 🩺 Healthcare (incl. dental & optical)
  • 👶 Enhanced parental leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessRelationship ManagementData-driven problem solvingPortfolio managementChurn mitigationProduct adoptionRenewal managementTraining deliveryCustomer experience improvementLegal tech
Soft skills
Interpersonal skillsRelationship buildingAnalytical rigorCommunicationCollaborationCustomer advocacyProblem-solvingAdaptabilityEnthusiasmRapport building