Customer Success Manager

Location: London

Employment Type: Full time

Location Type: Hybrid

Department: Business Development Customer Success

Compensation: £44K – £48K • £11K – £12K Commission

About us

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canva but for the ‘City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.

Jigsaw is now on a growth trajectory few Series A companies achieve - putting us in the top quartile SaaS companies globally. Today we proudly serve thousands of users from nearly two hundred businesses worldwide, who love our products and use them every day. But we’re only getting started! We have ambitious goals and we’re looking for talented people to help us achieve them.

Why join us?

We're not about the corporate grind; instead, we thrive on creativity, enthusiasm, and a touch of humour to make magic happen. We hire people with high ownership and a bias for action. Then we trust and empower them to do their best work.

About the role

As a Customer Success Manager at Jigsaw, you'll serve as a trusted advisor for law firms across Europe, driving adoption and business value from our legal technology solutions. You'll own a portfolio of accounts representing approximately $1M in ARR, managing the full post-sale customer lifecycle from onboarding through renewal and expansion. This role puts you at the intersection of legal innovation and client partnership.

Your success will be measured by retention, expansion revenue, customer satisfaction, and your ability to turn clients into advocates. Working at a high-growth startup means variety, velocity, and the opportunity to shape what we're building. Things move fast, and we need someone who thrives in ambiguity, learns quickly, and isn't afraid to roll up their sleeves. This is an opportunity to build your career alongside a scaling business.

If you're energised by solving complex problems, building lasting relationships, and being part of the legal tech revolution, we'd love you to join us.

Please note: This is a hybrid role, with three days a week required in-office in London.

You’ll focus on...

• Customer Lifecycle Ownership: Serve as the primary point of contact and trusted advisor for a book of 15-25 law firm clients, owning their success and revenue outcomes. Develop deep understanding of each client's business objectives, workflows, and success metrics to align Jigsaw's value to their strategic priorities. Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot.
• Growth & Retention: Proactively monitor customer health signals (usage analytics, engagement patterns, support trends) to identify at-risk accounts before renewal and develop and execute risk mitigation strategies. Lead renewal negotiations, structuring agreements that reflect delivered value and set foundation for expansion, identifying cross-sell and upsell opportunities through discovery conversations and strategic account planning. Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that demonstrate ROI and deepen executive relationships.
• Product Adoption & Enablement: Deliver high-impact training sessions, workshops, and demos for end-users, champions, and train-the-trainer programs. Identify and cultivate champions within client organisations who can drive internal adoption and advocacy. Create success stories, case studies, and reference opportunities with your most engaged clients.
• Collaboration & Voice of Customer: Partner closely with Sales (hand-offs, upsells), Product (feature requests, roadmap influence), and Product Success (escalations, technical issues) to ensure seamless customer experience. Advocate for customer needs internally, translating feedback into actionable insights for product and go-to-market teams. Contribute to CS playbooks, best practices, and processes as we scale the function.

You’ll need...

• 1-3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV).
• A proven ability to independently manage a portfolio of 15-25 accounts with varying health scores and engagement levels and a track record of achieving high GRR and NRR goals.
• Experience negotiating renewals and expansion deals, with comfort discussing pricing, contract terms, and ROI.
• A background in legal, legal tech, professional services software, or highly regulated industries is a strong plus.
• Proficiency with CRM tools (Hubspot preferred).
• Comfortable with SaaS products and ability to learn technical features quickly.
• Exceptional verbal and written communication skills with high emotional intelligence and executive presence, in person and virtually. You easily build authentic relationships with stakeholders from end-users to executives.
• Positive, high-energy presence that puts customers and colleagues at ease. When challenges arise, you focus on solutions rather than complaints. People leave conversations with you feeling motivated and supported.
• To thrive in ambiguity and you're comfortable building the plane while flying it and don't need perfect processes to be effective.
• To take ownership of your book of business, but know when to collaborate, elevate, or ask for help.