Client Success Manager
Marathon Health
Senior Client Success Manager
StructureFlow
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Building the world’s first visual modelling solution for corporate structures and transactions; mission to transform the way professionals work with complex information.
- StructureFlow has secured Series A funding and is scaling, working with over 50 international law firms including 3/5 of the UK Magic Circle and a sizable segment of the US AMLAW 200.
- Users are leading lawyers, accountants and finance professionals who demand high standards; role requires immersion in client challenges and creating delightful solutions.
- Foster a dynamic, collaborative, global culture where innovation thrives.
- Manage a portfolio of high-value clients and act as strategic lead for adoption, expansion, onboarding, implementation, training, adoption, retention, and satisfaction.
- Take full ownership of client relationships and serve as trusted strategic advisor; lead QBRs and renewals and manage senior-level stakeholders.
- Handle escalated client issues working with cross-functional teams and escalate when necessary.
- Use data insights to foster growth and expand into new verticals and regions; analyze client usage patterns to recommend initiatives.
- Serve as day-to-day contact, build trust and rapport, identify opportunities and document best practices.
- Partner with product to incorporate client perspectives into the roadmap and communicate enhancements to clients.
- Collaborate with sales and marketing to boost referrals, develop case studies, and maintain customer-success metrics.
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 – comfortable 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 – comfortable analyzing 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.
- Background in legal tech 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
