StructureFlow

Client Success Manager

StructureFlow

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed
  • Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work
  • Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion.
  • Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.

Requirements

  • Domain experience is a must.
  • 3+ years in enterprise CS/account management in B2B SaaS/professional services tech
  • A passion for creating and iterating on strategy and executing against a plan
  • Track record managing renewals and expansion
  • Comfortable managing senior stakeholders, not just operational contacts
  • Experience with typical CS tooling: HubSpot, Planhat, Gainsight, ChurnZero, or equivalent
  • You write well: a significant amount of the role is written communication
  • London based and willing to work from our London office at least 2-3 days per week
  • Desirable: Legal, Accounting or Finance qualifications or prior experience working in these industries
  • Understanding of the broader culture of compliance governing how firms adopt digital tools
  • Ideas for how AI technology can be used to accelerate the CS workflow and drive client experience.
  • Experience contributing to a CS function being built, not just inheriting a mature one
Benefits
  • Competitive salary and performance-based bonus.
  • Flexible working – a combination of in-office, remote work, and business travel
  • Learning & Development budget
  • Opportunity to join a dynamic, early-stage startup in our mission to transform how legal, professional services firms and alternative finance funds master complexity
  • High impact work that really matters – success in this role will drive our company forward and have an outsized impact on our business and clients
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success managementaccount managementrenewals managementexpansion strategyhealth monitoringwritten communicationB2B SaaSprofessional services
Soft Skills
strategic thinkingstakeholder managementproactive approachcollaborationadaptability
Certifications
Legal qualificationsAccounting qualificationsFinance qualifications