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.

• 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
• Management of customer expectations and be a focus point for customer issues
• Increase ARR across existing accounts through the execution of growth / 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, within scope
• Track progress of any project plans to ensure customer satisfaction – escalate and resolve as appropriate
• Manage the relationship with the client and all key stakeholders, including the Economic Buyer and / or Executive Sponsor.
• Establish and maintain relationships with third parties/vendors

• 5+ years of experience in customer success or account management roles.

• Proven experience in Customer Success, Account Management, or a similar client-facing role within SaaS (required).

  Experience with Contract Lifecycle Management (CLM) software (required).

• Must have experience in generative AI - increasingly required to liaise properly with leadership and navigate meetings
• effectively.
• Excellent written and verbal communication skills
• Regular domestic travel is required with occasional international travel
• Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility,
• manage parallel efforts, and communicate effectively
• Ability to influence through persuasion, negotiation, and consensus-building with senior-level leaders, customers, and
• internal stakeholders.
• Strong empathy for customers and their business challenges.
• Proven track record in the management of global service delivery operations
• Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
• Excellent communication skills with customers and key executives.
• Ability to identify risks and dependencies and put in place plans to mitigate them.
• Ability to thrive in a fast-paced, evolving environment with a collaborative and proactive approach
• Strong understanding of customer lifecycle management and success metrics

Company Information

Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations, and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our team’s experience and expertise in documents, administrative and business services. With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore, and onsite delivery of our award-winning services.

If you are exceptional at what you do, we would love to put you to work in an exceptional company in an exceptional position.

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