Senior Customer Success Manager - Enterprise

About 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.
• Deliver training sessions and workshops to ensure product adoption and retention of end users.
• 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.
• Manage the renewal process including expansion opportunities within your portfolio.

About You:

• 4+ 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, drive adoption and renewals.
• Comfortable in a startup environment, we wear many hats and move quickly.
• Analytical Rigour: Data-driven approach to identifying and solving problems, comfortable presenting and visualising data.
• Excellent interpersonal skills: the ability to build strong relationships and rapport with existing customers.
• 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 can offer you:

• Competitive Salary – We offer a highly competitive salary that reflects your skills, experience, and contributions.
• Impact & Growth – Join a fast-growing startup where your ideas matter; experiment, innovate, and see your work come to life.
• High-Performance Culture – Work in a truly meritocratic environment alongside ambitious, driven professionals who push each other to excel.
• Prestigious Partnerships – Collaborate with some of the world’s top law firms, financial institutions, and multinational corporations.
• Prime London Location & Hybrid Flexibility – Enjoy a vibrant office in the heart of Aldgate with the option to work in a hybrid environment.
• Ongoing Learning & Development – Access top-tier training, mentorship, and continuous support to advance your career.
• Time Off – Enjoy 25 days of holiday per year, plus UK bank holidays, to recharge and unwind.
• Pension Plan – Secure your future with our competitive pension scheme.
• Private Healthcare - Access to Vitality healthcare, including dental and optical.
• Flexible Working – Work in a way that suits your lifestyle, with the freedom to balance professional and personal priorities.
• Enhanced Parental Leave – We support working parents with generous parental leave policies that go far beyond statutory requirements.
• Cycle to Work Scheme – Save on a new bike and accessories while promoting a healthier, more sustainable commute.
• Workplace Nursery Scheme - Saving working parents lots of money through our salary sacrifice scheme!
• Top-Quality Equipment – Get the tools you need to perform at your best, from cutting-edge tech to ergonomic office setups.
• Travel (both domestic and international) may be required.

About Definely: Named in the top 25 of the prestigious Deloitte UK Technology Fast50 in 2023, as well as the EMEA Technology Fast 500, Definely is a fast-growing, venture-backed company transforming the $900bn global legal services market. We are backed by prominent investors and VCs, including Octopus Ventures, The Raine Group, Microsoft, Google for Startups and Nick Jenkins (founder of Moonpig and former Dragon). Joining Definely is an opportunity to be part of a truly meritocratic, diverse organisation and a chance to work alongside intelligent, highly motivated individuals working together on the same mission! 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.