Confero
Customer Success Manager
London
£60k – £75k/yr
Posted about 23 hours ago
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Responsibilities
- Own and manage the post-sales customer experience across Luminance’s product suite
- Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
- 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
- Deliver product demonstrations, training sessions, and enablement support
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Requirement
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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 LegalTec
- Demonstrated ability to manage structured onboarding processes or customer-facing project
- Experience supporting customers through technology adoption or organizational change initiative
- Experience supporting customers on guided, consultative software platforms (not purely self-serve)
- Strong communication and stakeholder-management skill
- Ability to quickly learn and confidently explain advanced product functionality
- Analytical, proactive, and solution-oriented mindset
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Skills
Customer Success
Account Management
Project Management
Implementation
Change Management
Stakeholder Management
User Adoption
B2B SaaS
Product Demonstrations
Customer Onboarding
Consultative Software Support
Analytical Thinking
Location