Senior Client Success Manager

We’re building the world’s first visual modelling solution for corporate structures and transactions. Our mission is to transform the way that professionals work with complex information. Taking what’s traditionally found in impenetrable, text-based legal documents, StructureFlow enables users to dynamically collate, visualise and model information holistically, enabling professionals to cut through complexity through the power of visual working.   

StructureFlow has just secured Series A funding. We are growing fast and are at an exciting stage of scaling up. We have great traction today, working with over 50 highly engaged international law firms including 3/5 of the UK Magic Circle and a sizable segment of the US AMLAW 200. 

As a motivated and tech-savvy Senior Client Success Manager, you will own the full client relationship lifecycle - from onboarding and implementation to ongoing support, training, and retention, for our larger clients. You will become a trusted advisor and develop a deep understanding of each client's goals and challenges to ensure they maximise the value they get from StructureFlow.   

StructureFlow has a dynamic, remote-first culture. We will provide all equipment for working from home, and our office in Central London offers a working space to use if you need or want it. 

As a Senior Customer Success Manager, you will be the strategic lead in helping our largest law firms and other clients adopt and expand their use of our SaaS solutions. You will leverage your deep understanding of legal tech, client needs, and change management to build trust, deliver results, and drive user engagement. You’ll work closely with the Account Executives in your region, collaborating to expand our market footprint while ensuring exceptional client relationships. Your leadership and client focus will be essential to our growth and customer retention. 

You will:   

• High-Value Clients: Manage a portfolio of high-value clients and work closely with the assigned Account Executive to strategically drive growth and maximise client value. 

• Relationships: Take full ownership of your client relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.  You will act as a trusted and strategic advisor to help ensure the continued value of our products and services. 

• Client leadership: Manage senior-level stakeholders, guiding them towards success through influence and rapport-building. Lead Quarterly Business Reviews (QBRs) and renewals, aligning accounts with overarching strategic goals. 

• Team Leadership: Leverage your extensive experience to mentor and support other customer success managers, providing guidance and fostering professional growth within the team.

• Issue Resolution: Assist other CSMs to handle escalated client issues, working with cross-functional teams to resolve problems and escalate to the Head of Client Success or CPO/CRO when necessary. 

• Opportunities for improvement: Collaborate with the Head of Client Success and wider team to implement best practices and scale client engagements effectively. Use data insights to foster growth and expand into new verticals and regions. 

• Deep client understanding: Develop deep understanding of each client's goals, workflows, and pain points.  You will use a consultative approach to help clients overcome issues and achieve their goals. 

• Day-to-day contact: Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. 

• Drive engagement and adoption: Proactively identify opportunities to enhance client satisfaction and drive product adoption.  Analyse client data and usage patterns to uncover insights and recommend strategic initiatives. 

• Pilot support: Work closely with the sales team to deliver successful outcomes for both the client and StructureFlow, providing a seamless experience from trial to full service. 

• Partner with Product: Partner closely with the product team to ensure client perspectives and pain points are incorporated into the roadmap and that enhancements are communicated and demonstrated to the client, clearly showing the value they bring to their specific use cases. 

• Metrics and advocacy: Work with sales and marketing teams to boost customer referrals and develop case studies. Maintain and analyse customer-success metrics and data to drive continuous improvement.

You will have:  

• A minimum of 3 years of experience in a customer success role, preferably in a SaaS or technology-enabled services company. 

• Engaging, friendly and professional consultative approach – you will be comfortable with building relationships with clients and querying them to uncover their needs and challenges, proactively identifying opportunities to enhance satisfaction and adoption. 

• Proven experience in building and maintaining strong client relationships, with a history of driving user engagement and product adoption through trials and full service.  

• Excellent skills in verbal and written communications, strategic planning, and project management. 

• Analytical, process-oriented and data-driven mindset – you will be comfortable analysing usage patterns and metrics to drive action.. 

• Active team player, self-starter, and multitasker who can quickly adjust priorities and work effectively across multiple departments in a deadline-driven environment. 

• Ability to create and deliver engaging content (e.g., demos, trainings, videos, campaigns) that has led to measurable client success.  

• Experience managing and influencing senior stakeholders, demonstrating leadership in driving change management and user success.  

• Strong collaborative mindset with the ability to work closely with sales, product, marketing, and engineering teams to enhance the customer experience.  

• Knowledge of legal industry trends, challenges, and best practices, particularly within AMLAW 200, Magic Circle or similar firms.  

It would be a bonus if you also have:  

• Background in law, education, behavioural psychology, or a related field is highly desirable. 

• Experience in working on a canvas-based application or visual collaboration tool 

• Strong understanding of legal processes and terminology. 

• Experience of working with AI technologies such as NLP or Open AI 

• Competitive salary 

• Opportunity to join a dynamic, early-stage startup in our mission to become the critical infrastructure for transactions of the future. 

• High impact work that really matters - success in this role will drive our company forwards and have an outsized impact on our business and our clients 

• Flexible working – we are remote-first with a bright central London office for those who want to use it.  

• Learning and development budgets and support 

• Regular socials and events for the whole company