Senior Customer Success Manager
We’re Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses all over the globe. Our mission is simple, to get entire businesses working faster and smarter with contracts. We’re a growing team making big things happen out of HQs in Manchester, UK, Boston, US and San Diego, US and we’re not stopping. Following our recent $50 Million Series B investment we’re looking for forward-thinkers, innovators and problem solvers to join our dynamic team as we enter our next growth phase.
.png)
Why we're different
The role
At Summize, customer success is more than a function it’s a mindset. We aim to help customers achieve their goals and grow together. We're looking for an ambitious, self-starting Senior Customer Success Manager who can deliver value, nurture customer relationships, and drive loyalty to join us as we enter our next phase of growth. The role involves ensuring customer satisfaction, retention, and expansion of the Summize footprint.
Key responsibilities:
- Leading the post-sales client lifecycle, from onboarding to renewal, upsell and expansion
- Achieving customer desired outcomes by understanding their needs, challenges and goals
- Customer advocacy, building strong relationships and promoting Summize within the customer's wider organisation.
- Increase the stickiness of Summize by executing effective adoption strategies and expanding customer use cases through coaching and enablement.
- Meeting or exceeding KPIs that measure your engagement and impact with customers. You will track and report on metrics such as NRR / GRR, Customer Health, growth & expansion etc.
- Improve the overall customer health by hosting voice of the customer (VOC) forums to better understand and improve the customer health and sentiment.
- Centralised point of contact between customer and internal stakeholders ensuring a seamless and consistent customer experience across all touchpoints.
- Coordinating responses to customer inquiries, issues and requests in a timely and professional manner.
- Sharing best practice and supporting material to help customers get the most out of Summize. You will create and maintain a knowledge base of FAQs, tutorials, tips and tricks, etc.
What we’re looking for:
- 2-4 years previous experience in a Customer Success or Account Management role, with commercial KPIs such as upsell or growth targets
- Experience in a similar B2B or SaaS business in a customer facing role ideally with KPIs/commercial targets
- Familiar with Customer Success tech stack (ideally Planhat)
- Solid understanding of complex business concepts and processes
- Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services
- Excellent verbal/written communication and presentation skills
- Ability to work both independently and within a team environment, with focus and high attention to detail
What we offer:
- 26 days’ vacation plus flexible public holidays (increasing by one holiday for each year of service, up to a maximum of 30 days).
- Private Healthcare and Dental Coverage
- Access to discounts on things like travel, electronics, fashion, fitness and more
- Employee Retirement Plan (401k) with matching
- Group Life Insurance Benefit
- Rich learning and development opportunities supported through our Growth Mindset Fund.
- Seaport based offices with fantastic perks, fully stocked fridge providing soft drinks and complimentary breakfast and snacks
- Work from anywhere after one year of employment
- Employee share option scheme
- Regular social activities and events
- Opportunity to be a part of one of Boston’s hottest tech scale ups
Apply for the role today!
Looking for a role where you can really make a difference? We’d love to hear from you and tell you more about this exciting opportunity at Summize.