At a Glance
- Tasks: Drive success for law firms by managing their journey with our legal tech solutions.
- Company: Join Jigsaw, a leading legal tech company transforming the industry.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and building authentic relationships.
- Why this job: Make a real impact by helping clients achieve their business goals with innovative technology.
- Qualifications: 1-3 years in customer success or account management, preferably in B2B SaaS.
The predicted salary is between 44000 - 48000 £ per year.
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.
Please note: This is a hybrid role, with three days a week required in-office in London.
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.
- Positive, high-energy presence that puts customers and colleagues at ease.
- 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.
Compensation Range: £44K - £48K
Customer Success Manager employer: Jigsaw
At Jigsaw, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Success Manager in our London office, you'll enjoy the benefits of hybrid working, professional development opportunities, and a collaborative environment where your contributions directly impact the success of law firms across Europe. Join us to be part of a team that values innovation, customer advocacy, and personal growth, all while enjoying the vibrant atmosphere of one of the world's leading legal tech companies.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Jigsaw 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!
How to prepare for a job interview at Jigsaw
✨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.
