Senior Customer Success Manager

4 days ago

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Definely

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SaaS • Artificial Intelligence • B2B

Definely is an AI-powered legal drafting and contract review platform designed for law firms and in-house legal teams. Integrated natively into Microsoft Word and offered as a suite of tools (Vault, Draft, Enhance, Cascade, Proof, PDF), Definely leverages large language models on an organization’s proprietary contract repository to surface precedent clauses, track the knock-on effects of edits, automate hundreds of proofreading checks, and extract defined terms from PDFs—while fitting into existing legal workflows.

51 - 200 employees

Founded 2017

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• 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