Role Summary

Job Title: Customer Success Manager – UK

Location: London, United Kingdom

Reports to: Senior VP - London

Salary: Competitive

We are seeking a Customer Success Manager based in the UK to drive customer satisfaction, retention, and growth. In this role, you will act as a trusted advisor to our clients, ensuring they maximize the value of their Contract Lifecycle Management (CLM) software solutions.

Responsibilities and Duties

• Set the strategic tone, direction, and supervision of how the team works with its clients. This includes overseeing client needs, staffing, strategy, and quality of work in accordance with the client's issued process, policies, and procedures.
• Support the customer success team to ensure quality execution that drives towards client’s business objectives and key metrics.
• Manage customer expectations and serve as a focus point for customer issues.
• Increase ARR across existing accounts through the execution of growth and upsell strategies.
• Drive retention for each account through customer advocacy, increased usage, and adoption strategies.
• Travel onsite to conduct client business meetings and trainings as required.
• Ensure that all projects are delivered on time and within scope.
• Track progress of project plans to ensure customer satisfaction and escalate or resolve issues as appropriate.
• Manage relationships with clients and all key stakeholders, including Economic Buyers and/or Executive Sponsors.
• Establish and maintain relationships with third parties and vendors.

Required Skills and Abilities

• 5+ years of experience in customer success or account management roles.
• Proven experience in Customer Success, Account Management, or similar client-facing roles within SaaS (required).
• Experience with Contract Lifecycle Management (CLM) software (required).
• Experience with generative AI, including liaising with leadership and navigating meetings effectively.
• Excellent written and verbal communication skills.
• Ability to travel domestically and internationally as needed.
• Self-starter with problem-solving skills, agility, and ability to handle ambiguity.
• Ability to influence through persuasion, negotiation, and consensus-building with senior leaders, customers, and stakeholders.
• Strong empathy for customers and understanding of their business challenges.
• Experience managing global service delivery operations.
• Familiarity with Salesforce.com, JIRA, and other engagement tools is a plus.
• Ability to identify risks and develop mitigation plans.
• Ability to thrive in a fast-paced, evolving environment with a collaborative approach.
• Strong understanding of customer lifecycle management and success metrics.

Company Information

Integreon is a trusted, global provider of legal and business solutions to leading law firms, corporations, and professional services firms. Our team of over 3,000 employees worldwide offers services that enable clients to operate more efficiently. We provide multi-lingual, around-the-clock support, as well as onshore, offshore, and onsite delivery.

If you excel at what you do, we invite you to join our exceptional company in an exceptional role.

We are One. We are On.

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Visit us at www.integreon.com