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Customer Success Manager
Customer Success Manager at Summize
About Summize
We’re Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses globally. Our mission? To help entire organisations work faster and smarter with contracts. Established in Manchester (UK), Boston, and San Diego (US), we’re not slowing down—especially after our $50M Series B investment.
We’re hiring Customer Success Managers to join our rapidly growing team and shape our next phase of growth through innovation andExecution.
The Role
At Summize, Customer Success isn’t just a function—it’s a mindset. We’re passionate about helping our customers achieve their goals and grow alongside us.
You’ll be a Customer Success Manager who will:
- Drive customer loyalty by delivering tangible value throughout their journey
- Empower customers to maximise the impact of our contract management solutions
- Enhance retention, upsell opportunities, and long-term partnerships
If you thrive on customer-centric problem-solving and want to transform how businesses interact with contracts, this is your chance to make a difference at scale.
Key Responsibilities
Customer Growth & Engagement
- Expand customer use cases: Proactively identify and drive new, high-value applications of Summize’s product to deepen adoption and business impact.
- Grow annual recurring revenue (ARR): Execute strategies for upselling, cross-selling, and account expansion, turning existing customers into long-term revenue drivers.
Value Creation & Outcomes Delivery
- Drive adoption and value realisation: Align Summize’s capabilities with customer business needs, providing tailored guidance, best practices, and hands-on support.
- Conduct success reviews: Schedule and lead quarterly success reviews to measure adoption, track KPIs, and identify churn risks before they escalate.
- Showcase ROI of Summize: Demonstrate customer success through data-driven insights, case studies, and quantifiable ROI analyses to reinforce investment and drive renewals.
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Retention & Advocacy
- Strengthen customer relationships: Act as the primary voice of the customer, fostering two-way communication and collaborating on Summize-led initiatives (e.g., co-marketing, case studies).
- Proactively monitor customer health: Use metrics like NPS (Net Promoter Score) and Voice of Customer (VoC) feedback to identify issues before they reduce satisfaction or retention.
- Centralise customer coordination: Be the single point of contact for all customer interactions, advocating internally to ensure a consistent customer experience.
Enablement & Growth Culture
- Share best practices & insights internally: Contribute to internal documentation, guidelines, and enablement materials to scale best practices.
- Facilitate adoption across customer teams: Lead workshops, training sessions, and enablement programs to ensure customers derive maximum value from Summize.
Requirements & Fit for Success
We’re looking for a strategic Customer Success professional with the following qualities:
- Proven experience in Customer Success, including accountability for commercial KPIs (e.g., upsell rates, retention goals).
- B2B, SaaS, or tech industry background—you understand how businesses evaluate and expand on software investments.
- Solid grasp of business operations—complex processes, commercial dynamics, and how products create value.
- Versatility in communication: Ability to convey both big-picture customer strategies and detailed product demonstrations (think from forecasting discussions to hands-on training).
- Self-direction & collaboration: Comfortable working independently on account strategies while supporting a team under tight deadlines.
- High attention to detail: Essential for analysing usage data, identifying risks, and tracking adoptions to drive continual improvement.
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Bonus: Experience in legal tech, document management, or tools for legal operations will sharpen your edge in the role.
What We Offer
Growth & Financial Rewards
- Competitive base salary + uncapped commission & performance bonus
- 401k with employer matching
- Group life insurance for added peace of mind
Work-Life Balance
- 26 days’ vacation per year (increasing by 1 day annually, max 30 days) plus flexible holiday coverage.
- Health and wellness support: Private healthcare + dental coverage.
Benefits & Perks
- Work from anywhere access after 12 months of employment.
- Employee share option scheme—become an owner of Summize as we scale.
- Seaport offices (Boston HQ) packed with perks: stocked fridge, breakfast/snacks, soft drinks, and more.
- Discounts galore: A well-stocked benefits portal covering travel, electronics, fashion, fitness, and beyond.
- Rich Learning & Development Fund—$5K annually for training, conferences, or upskilling initiatives.
Culture & Community
- Frequent team events (virtual or in-person) across our offices.
- Positive and inclusive culture: We encourage a diverse range of voices, identities, and perspectives.
Let’s Make a Difference Together
We’re not looking for candidates who tick every single box. Instead, we welcome those who bring passion, problem-solving skills, and growth mindset initiatives.
If you’re ready to shape the future of legal tech, apply today—we’d love to hear how you might bridge any gaps and contribute at Summize. Join a team dedicated to building faster, smarter, and more secure contract processes for businesses worldwide.
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