At a Glance
- Tasks: Lead customer success initiatives and build relationships with senior legal stakeholders.
- Company: Next-gen platform revolutionising legal services for law firms and in-house teams.
- Benefits: Competitive salary, equity, excellent benefits, and career progression opportunities.
- Other info: Opportunity to build processes from scratch and make a real impact.
- Why this job: Shape the future of customer success in a fast-paced, innovative environment.
- Qualifications: 5 years in Customer Success or similar, strong communication skills, and data-driven mindset.
The predicted salary is between 112000 - 140000 £ per year.
USA/Remote Working Our client is building a next generation platform used by law firms and in house legal teams to manage, collaborate and deliver legal services more effectively.
With a rapidly expanding customer base, they are now hiring their first senior Customer Success leader to build and own the function from the ground up.
The
Opportunity: This is a senior, high impact role with full ownership of the end to end customer journey, from onboarding through to adoption, renewal and growth.
You will act as the primary contact for senior legal stakeholders, ensuring customers achieve clear, measurable value from the platform.
Alongside this, you will design and deliver a scalable education programme that drives engagement and long-term adoption.
With no existing playbook, you will define how Customer Success operates, shaping processes, strategy and, over time, building a team to support growth.
Customer onboarding, adoption & Retention: Leading implementations from kick-off to launch, including stakeholder mapping, workflow discovery and training Driving adoption across core use cases and identify blockers early Building repeatable onboarding processes that scale effectively Owning renewal strategy across strategic customers Identifying expansion opportunities using data and customer insight Proactively managing risk and reduce churn.
Customer relationships: Building and managing relationships with senior stakeholders across enterprise accounts Delivering business reviews focused on outcomes and value Acting as a trusted advisor and primary point of contact.
Education and content: Designing and delivering a structured customer education programme Creating training materials including video, tutorials and guidance Developing playbooks that help customers maximise product value.
About you: 5 years' experience in Customer Success, Account Management or a similar client facing role within B2B Saa S Experience managing enterprise or strategic customer relationships Strong communication skills and confidence working with senior stakeholders Able to demonstrate value through data, outcomes and commercial impact Experience creating training or customer enablement content Comfortable working in a fast paced, evolving environment A self starter who enjoys building processes and functions from scratch.
Bonus if you have: Experience working with legal, compliance, finance or other professional services clients Exposure to legal technology, AI or workflow platforms Previous experience building Customer Success or Education functions.
The company are offering a competitive salary between $140-175,000 (dependant on experience), equity, excellent benefits package and good scope to progress your career.
Candidates for this role need to have the right to work in the USA as the hiring company are unable to offer any form of visa sponsorship.
For a confidential chat about this or other roles we are handling, please contact Paul Levy.
Please note that where a level of preferred experience or qualification is indicated, this is a guideline only and does not preclude applications from candidates with more or less experience.
Our consultants will review your application and assess your suitability.
We endeavour to respond to all applications within 72 hours, however due to the volume of applications we receive we may not be able to respond to every candidate individually and would advise that if you do not hear from us you should assume you are not successful in your application.
Jameson Legal acts as an employment business for temporary recruitment and as an employment agency for fixed term contract and permanent recruitment.
Head of Customer Success employer: Jameson Legal
Join a prestigious international law firm that champions innovation and invests in the future of legal delivery. As a Legal Engineer, you will be part of a dynamic team at the forefront of legal AI, collaborating with esteemed lawyers on high-value matters while enjoying a competitive salary and excellent benefits. The firm's commitment to employee growth and a supportive work culture ensures that you will have ample opportunities to develop your skills and advance your career in a cutting-edge environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jameson Legal. 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 Jameson Legal 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 Head of Customer Success
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 Jameson Legal:Your cover letter is your chance to shine! Tell us why you want to work at Jameson Legal 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 Jameson Legal!
How to prepare for a job interview at Jameson Legal
✨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.
