Confero
Customer Success Manager
London
£60k – £75k/yr
Posted about 22 hours ago
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Responsibilities
- Own and manage the post-sales customer experience across our product suite
- Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
- Partner with customers as they adopt AI-driven solutions and modernise their legal workflows
- Guide customers through change management and drive strong user adoption across teams
- Act as the primary point of contact during onboarding and early lifecycle phases
- Build trusted relationships with key stakeholders across legal and business teams
- Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey
- Monitor customer engagement and proactively address risks and opportunities
- Identify opportunities for account growth, renewals, and expanded product usage
- Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery
- Deliver product demonstrations, training sessions, and enablement support
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Requirements
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- Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into LegalTech
- Demonstrated ability to manage structured onboarding processes or customer-facing projects
- Experience supporting customers through technology adoption or organizational change initiatives
- Strong organisational and project management skills, with the ability to manage timelines and stakeholder expectations
- Experience supporting customers on guided, consultative software platforms (not purely self-serve)
- Strong communication and stakeholder-management skills
- Ability to quickly learn and confidently explain advanced product functionality
- Analytical, proactive, and solution-oriented mindset
- Bachelor’s degree or equivalent practical experience
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