At a Glance
- Tasks: Manage customer accounts, drive engagement, and ensure long-term value for clients.
- Company: Leading legal data provider with a commitment to inclusivity and growth.
- Benefits: Pension, life assurance, private healthcare, and generous parental leave.
- Other info: Join a collaborative team focused on continuous improvement and personal development.
- Why this job: Make a real impact by enhancing customer success and building strong relationships.
- Qualifications: 3-5 years in a customer-facing B2B role with strong relationship management skills.
The predicted salary is between 55000 - 65000 £ per year.
Law Business Research is a leading legal data provider with an impressive market position and growth trajectory, and we are looking to strengthen our Customer Success team in London.
In this customer‑facing role you will own a portfolio of accounts across our subscription products and be responsible for driving retention, engagement, user growth and long‑term customer value. You will combine strong relationship management, commercial awareness and customer success expertise to help customers achieve their objectives while supporting wider business goals. This role is suited to someone who has experience operating across the full customer lifecycle: from proactive onboarding and tailored success planning, through to health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification.
Key Responsibilities- Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
- Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
- Build, strengthen and maintain strategic relationships with key users, decision‑makers and commercial stakeholders across customer organisations.
- Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
- Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
- Conduct high‑quality business reviews to measure progress against agreed success outcomes and recommend next steps.
- Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross‑sell, upsell and CSQLs.
- Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
- Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action‑oriented.
- Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role‑model through high standards, empathy, maturity and accountability.
- 3 – 5 years’ experience in a Customer Success client‑facing B2B role.
- Hands‑on experience working with a dedicated Customer Success platform accurately and proactively to manage workflows, maintain data quality and deliver against KPIs.
- Outstanding relationship‑building skills, with the ability to engage and influence stakeholders at all levels.
- Advanced communication skills, with the ability to deliver training, onboarding, reviews and recommendations clearly and confidently to different audiences.
- Strong customer success expertise, including success planning, onboarding, customer health, retention strategy and advocacy development.
- Advanced analytical and critical thinking skills, with confidence using customer data and success metrics such as health scores, churn, NPS, CSAT, GRR and NRR to inform decisions.
- Strong coordination, planning and organisational skills, with the ability to lead complex work across multiple stakeholders and priorities.
- Commercial awareness and the ability to work effectively with Sales to support customer value conversations and package recommendations.
- Advanced product, customer journey and customer experience understanding, ideally within a subscription, information, SaaS or professional services environment.
- A collaborative, empathetic and growth‑oriented approach, with the confidence to support colleagues, share knowledge and help lead positive change.
Success in this role means delivering measurable impact for customers and the business: strong onboarding outcomes, healthier customer relationships, high‑quality success and engagement planning, disciplined platform usage, early risk identification and contributions to our retention targets. The successful candidate will help create a positive, customer‑centric culture by mentoring others, sharing insight and continuously improving how we support customers.
Benefits- 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
- Start Of Employment: Eye care, Employee Assistance Programme, A day off for your birthday
- 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. We are proud to be part of the Disability Confident Scheme and are committed to being inclusive and accessible. If you require any reasonable adjustments, please let us know as part of our application page. At Law Business Research, we believe in the power of growth and the importance of nurturing talent. We have learned that building the right team delivers extraordinary results.
Senior Customer Success Manager employer: Centellic
At Law Business Research, we pride ourselves on being an exceptional employer, offering a vibrant work culture in London that champions inclusivity and employee growth. Our commitment to professional development is matched by a comprehensive benefits package, including generous parental leave, private healthcare, and a focus on wellbeing, ensuring our team members thrive both personally and professionally. Join us to be part of a collaborative environment where your contributions directly impact customer success and the overall business.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research Law Business Research, their products, and their customer success strategies. This will help you tailor your conversations and show that you're genuinely interested in helping them achieve their goals.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer success. Think about how you can demonstrate your experience in onboarding, retention strategies, and relationship management. We want to see your expertise shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to our customer-centric culture.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer success. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven customer retention and engagement in previous roles. Numbers and metrics can really make your application stand out!
Be Authentic:Let your personality shine through in your writing. We want to get a sense of who you are, so don’t be afraid to express your passion for customer success and how you can contribute to our team.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Centellic
✨Know Your Customer Success Metrics
Familiarise yourself with key customer success metrics like NPS, CSAT, and churn rates. Be ready to discuss how you've used these metrics in previous roles to drive customer engagement and retention.
✨Tailor Your Success Plans
Prepare to share examples of how you've created tailored success plans for different clients. Highlight your ability to adapt onboarding processes to meet unique customer needs and objectives.
✨Build Relationships Like a Pro
Demonstrate your relationship-building skills by discussing specific instances where you've engaged with stakeholders at various levels. Show how you’ve maintained strong connections that led to successful outcomes.
✨Showcase Your Analytical Skills
Be ready to talk about how you've analysed customer health and identified risks or opportunities. Use concrete examples to illustrate your analytical thinking and how it has positively impacted customer success.
