Customer Success Manager

As a Customer Success Manager at PERSUIT, you’ll partner closely with law firms to improve their overall experience with PERSUIT - both the platform and the company and brand. You will modernise how they price, develop business, find competitive insights and focus on expanding the account, while ensuring they derive maximum value from our ever-evolving platform. Your job is to make renewal a no-brainer.

This is a hands-on, high-responsibility role where you’ll lead firm engagements and strategy, and set the standard for execution and communication.

You’ll need to be relentlessly proactive, commercially savvy, and energised by the opportunity to shape how we scale customer success.

If you’re a problem-solver with a knack for strategic relationship management and rigorous project management, and you love moving stakeholders through meaningful change, we’d love to meet you!

We have a preference for candidates based in New York City but also open to elsewhere in the US as well as the UK, so long as you’re able to support stakeholders who are majority based in the US.

What You’ll Be Doing:

• Owning a portfolio of law firms in the US, overseeing the full customer lifecycle, from onboarding through adoption, expansion, advocacy and renewal.
• Crafting strategic, data-driven success plans for firms, based on their goals and areas of untapped PERSUIT potential and value.
• Managing projects and stakeholders to keep deliverables on track.
• Running high impact meetings as you engage, consult, challenge and strategise with law firms around best practices in legal pricing, business development, and RFP and AFA strategies.
• Training firms and investing in their self-service PERSUIT program, adoption and scalable enablement. Then driving ongoing change management.
• Leading commercial growth opportunities through upsells and expansions.
• Building relationships and trust with stakeholders, converting them from users to advocates, and acting as the voice of the customer for product feedback.
• Orchestrating PERSUIT’s internal specialist resources (executives, product, engineering, support, marketing etc) to deliver outcomes for firms.
• Contributing to internal projects, such as content creation or process improvement.

Requirements:
Who You Are and What You Bring:

• 5+ years of professional experience, with 3+ years in law firms and ideally experience in a Customer Success role, with a proven track record managing strategic, high touch accounts. You have overseen multiple implementations and launches.
• Strong understanding of how different law firms are structured, how they work, comfortable speaking confidently to both C-level administrative leaders at firms as well as law firm partners. You understand the customer software lifecycle and how to navigate complex organisations.
• Clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You show your stakeholders how to become highly persuasive internal communicators of PERSUIT value themselves.
• You see the bigger picture, detecting both growth opportunities and early risk signals. You work efficiently, and prioritise what matters most
• A positive, can-do mindset that starts with “yes, and”, rather than “no, but”, and you apply it to problem-solving and collaboration.
• Ability to travel up to 30% to firms and internal meetings or events.

Nice to Have

• Background in legaltech, fintech, or enterprise SaaS. Knowledge of the legal pricing, law firm RFP process, and/or corporate legal departments
• Experience in a startup or scale-up environment, with the adaptability and pace it demands.

Why You’ll Love It Here

• Mission-driven team and an evolving platform that solves real customer problems.
• We’re growing something truly innovative, and it is challenging, fun and rewarding. The people who thrive most here don’t just adapt to change - they embrace and drive it.
• Opportunities to shape how we deliver value for customers and grow with the company.
• Supportive culture that values feedback, ownership, and autonomy.

Candidates must have current, valid work authorization in the country where the role is based. Unfortunately, we are not able to provide sponsorship for visas or work permits at this time.

Benefits:
Perks & Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Wellness Resources