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Enterprise Customer Success Manager

We're hiring a Enterprise Customer Success Manager to help delight our customers!

About Definely

Recognised as one of the UK’s top tech startups in 2021 by Tech Nation, Definely is a fast-growing, venture-backed company on a mission to transform the $600bn global legal services market. Our customers include some of the world’s top law firms, financial institutions and multinational corporations such as Allen & Overy, Dentons and Deloitte. We are also backed by a number of prominent investors and VCs, including Microsoft, Google for Startups, CRE VC and former dragon, Nick Jenkins.

Working with us

Given that we spend a good portion of our time at our place of work, we are firm believers that everyone should enjoy what they’re doing and who they work with. We operate a transparent workplace culture, where every person has input at every stage and level of strategic decision-making and is a valued member of the team (we promise we are not just saying that)!

We look for natural self-starters who are curious, adaptive, resilient, apply deep logic to their thinking and, most importantly, learn from every mistake!

The role

Purpose of the Role

At Definely, the success of our business is inherently intertwined with the success of our customers. 

As an Enterprise Customer Success Manager, the primary purpose of your role is to:

  • Proactively ensure that our customers achieve their desired outcomes whilst using our products; and
  • Increase customer satisfaction, adoption and engagement with Definely’s suite of products.

Key Responsibilities

  • Manage a portfolio of enterprise customers.
  • Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer’s overall experience.
  • Keep track of customer churn and customer satisfaction and identify ways to improve the customer experience.
  • Collaborate with our customers to ensure that our product is launched effectively into their business.
  • Become a Definely product expert and educate the customer and end-users about the power and benefits of our product.
  • Be the voice of the customer and feed this back to Definely.
  • Drive customer growth and retention by developing best practices to ensure ongoing success.

About you

  • 3+ years experience in customer success, relationship management, or similar role working with enterprise customers (>1000 users) within a B2B SaaS business.
  • Consistent track record of handling portfolios of 20-40 enterprise accounts.
  • Enthusiastic and hungry to join a rapidly growing tech startup, help shape the customer success function and share ideas across the business to help drive growth.
  • Experience building and maintaining relationships whilst working to mitigate churn and drive adoption and renewals.
  • Comfortable in a startup environment, we wear many hats and move quickly. 

Skills 

  • Excellent interpersonal skills: the ability to build strong relationships and rapport with existing customers.
  • Data-driven approach: analyse data to proactively identify opportunities and solve problems
  • Authentic, confident and articulate, with excellent communication and presentation skills and the ability to deliver ideas clearly and concisely to internal and external stakeholders at all levels of seniority.
  • Self-starter: eager to learn and thrive in a high-functioning team environment.

What we offer

  • An opportunity to be an integral part of a fast growing startup, to be able to experiment with new ideas and see them implemented
  • Work in a truly meritocratic, diverse organisation and alongside highly motivated individuals working together on the same mission
  • A chance to work with some of the world’s leading law firms, financial institutions and multinational corporations
  • Training and support
  • Competitive compensation package
  • 25 days holiday per year
  • Pension
  • Flexible Working
  • Equipment (where needed)


Most importantly, if you’re someone with a can-do attitude who is willing to get their hands dirty to help us exceed our wildest expectations, then please do not hesitate to apply.

Ready to apply?

If you’re excited about this opportunity, please send your CV and covering letter to careers@definely.com along with any other information that makes your application stand out.

Apply Now