At a Glance
- Tasks: Manage customer success and build strong relationships to drive satisfaction and retention.
- Company: Join Centellic, a leader in intelligence and information services.
- Benefits: Enjoy perks like eye care, wellness allowance, and flexible working options.
- Other info: Be part of a collaborative culture that values individuality and growth.
- Why this job: Make a real impact by helping clients achieve their goals with our innovative platform.
- Qualifications: Experience in customer-facing roles and strong communication skills are essential.
The predicted salary is between 42750 - 52250 £ per year.
The Customer Success Manager (CSM) is responsible for managing a portfolio of Lexology PRO and SPG customers, ensuring they realise value from their investment and achieve their business objectives. The role is accountable for driving customer retention, product adoption, engagement, and overall customer satisfaction throughout the customer lifecycle. Working closely with customers, the CSM develops trusted relationships, delivers proactive success planning, identifies risks and opportunities, and helps customers maximise the value of the platform. Success is measured through customer outcomes, Gross Revenue Retention (GRR), engagement levels, renewal performance, and the identification of expansion opportunities.
The CSM team leverages ChurnZero as the primary customer success platform to manage customer journeys, monitor customer health, drive engagement, and support data-driven decision making. The role collaborates closely with Sales, Product, Marketing, Support, and Retention teams to ensure customer needs are understood, issues are resolved efficiently, and customers receive a consistent and high-quality experience. As part of the Customer Excellence organisation, the CSM contributes to the continuous improvement of customer success processes, best practices, and scalable engagement programmes that support customer growth and long-term retention.
Key Responsibilities
- Manage customer onboarding, success plans and engagement across an allocated portfolio.
- Build relationships with users, decision-makers and commercial stakeholders.
- Monitor usage, engagement and customer health, acting early to mitigate risk.
- Deliver customer reviews, training and tailored initiatives that increase adoption and value.
- Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
- Maintain accurate account records and contribute to team knowledge sharing and improvement.
Skills Knowledge and Expertise
- Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
- Strong communication, relationship-building and organisational skills.
- A proactive, customer-focused and commercially aware approach.
- Confidence using data and customer insight to prioritise actions and improve outcomes.
- Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
- Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.
Success Measures
- Gross Revenue Retention (GRR)
- Renewal rates and churn reduction
- Product adoption and utilisation
- Customer engagement and health score improvements
- Customer Satisfaction (CSAT)
- Percentage of customers enrolled in digital journeys and automated engagement programmes
About Centellic: Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity. Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter. At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic? At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do. Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary. Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Benefits
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
- Start of employment: Eye care, Employee Assistance Programme, A day off for your birthday
- After 3 months employment: Pension (4% employer contribution and 4% employee contribution)
- After 4 months employment: Life assurance
- After probation: Cycle to work scheme, Season ticket loan, £350 annual wellbeing allowance to contribute to gym memberships or fitness classes, Puregym access, Perks at work platform access
- After 1 year service: Private healthcare
- Additional Perks: Company socials, Access to Employee Affinity Networks, Mentoring scheme, Volunteering Day, Mortgage Advice, Work from anywhere (2 weeks), Generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.
Customer Success Manager - Lexology PRO in London employer: Centellic
Centellic is an exceptional employer that fosters a dynamic and collaborative work culture, particularly within the vibrant legal tech events sector. Employees benefit from comprehensive professional development opportunities, including mentorship for junior team members, and enjoy the excitement of working in a fast-paced environment that connects innovators and industry leaders. With a commitment to employee growth and a focus on impactful events, Centellic offers a rewarding career path for those looking to make a significant contribution in the legal technology space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Lexology PRO in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Centellic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Centellic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Lexology PRO in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Centellic:Your cover letter is your chance to shine! Tell us why you want to work at Centellic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Centellic!
How to prepare for a job interview at Centellic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
