At a Glance
- Tasks: Drive client success and build relationships with top law firms across Europe.
- Company: Join Jigsaw, a fast-growing tech startup transforming professional services.
- Benefits: Hybrid work model, creative culture, and opportunities for career growth.
- Other info: Dynamic environment with a focus on creativity and problem-solving.
- Why this job: Be part of the legal tech revolution and make a real impact.
- Qualifications: 1-3 years in customer success or account management, preferably in B2B SaaS.
The predicted salary is between 60000 - 80000 £ per year.
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 was founded by two seasoned entrepreneurs, Stephen and Travis. This is their second venture together; their first was acquired by a US private equity firm and went on to become a billion-dollar company and a household name in professional service firms across the world. 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. You'll work with world-renowned law firms, becoming an integral part of their operations and helping them transform how they work. 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.
Customer Success Manager employer: Jigsaw Tech
At Jigsaw, we pride ourselves on fostering a vibrant and innovative work culture that empowers our employees to take ownership and drive meaningful change. As a Customer Success Manager, you'll not only engage with prestigious law firms across Europe but also enjoy a hybrid work environment in London that promotes flexibility and collaboration. With ample opportunities for professional growth and a commitment to creativity and enthusiasm, Jigsaw is the perfect place for those looking to make a significant impact in the legal tech space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jigsaw Tech. 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 Jigsaw Tech 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
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 Jigsaw Tech:Your cover letter is your chance to shine! Tell us why you want to work at Jigsaw Tech 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 Jigsaw Tech!
How to prepare for a job interview at Jigsaw Tech
✨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.
