At a Glance
- Tasks: Lead customer success initiatives and drive adoption of AI-powered legal research tools.
- Company: Join Jus Mundi, a dynamic tech company transforming the legal landscape.
- Benefits: Enjoy hybrid work, 5 weeks vacation, and global flexibility.
- Other info: Be part of a diverse team and enjoy excellent career growth opportunities.
- Why this job: Make an impact in legal innovation while building relationships with top law firms.
- Qualifications: 3+ years in legal tech, fluent in English and another European language.
The predicted salary is between 40500 - 49500 £ per year.
Jus Mundi is looking for a Customer Success Manager based in Paris or London, to lead our expansion in Europe and the Middle East. As a CSM - EMEA, you'll play a key role in driving customer adoption, satisfaction, and retention across the region. This is your chance to work at the intersection of law and technology, empowering legal professionals with AI-powered research tools that transform the international arbitration and investment law landscape.
The Team: You'll be part of our Customer Success team, dedicated to ensuring our clients maximize the value of Jus Mundi's platform and achieve their legal research goals. Our team is known for its collaboration, proactive problem-solving, and customer-centric approach, and you'll have the opportunity to work with top professionals across product, engineering, sales, and legal operations. As our CSM dedicated to EMEA, you'll help shape our regional customer success strategy and work closely with international teams while building strong local relationships.
Your mission at Jus Mundi:
- Customer Onboarding & Activation: Manage onboarding and lead kickoff calls to create success plans aligned with customer goals. Deliver product training with a strong focus on law and AI features. Drive customers to initial value milestones within agreed timelines.
- Ongoing Customer Management: Serve as the primary point of contact for a portfolio of customers across Europe and MENA. Conduct periodic business reviews and success planning sessions. Track usage, engagement, and satisfaction metrics. Collaborate with Support and Product to resolve issues and relay customer feedback internally.
- Retention & Upsell: Identify expansion needs within assigned accounts and align with Sales. Coordinate with Sales to contribute to expansion pipeline and revenue targets.
- Reporting & Documentation: Keep CRM and CS tools up to date with account data, interactions, and status. Provide regular reporting on account health, risks, and expansion opportunities.
Preferred Experience and Skills:
- Required Qualifications: 3+ years of experience in legal tech, law firm environment, or legal services (associate level acceptable). Fluency in English and another European language (preference for French, Spanish or German) is mandatory. Arabic is a plus. Located in Paris (hybrid - office attendance 2 x week) or in London (hybrid - Paris office attendance 2 x every 2 weeks).
- Essential Skills: Strong interest and aptitude for AI - ability to understand, articulate, and train clients on AI-powered legal research tools. Excellent relationship-building and communication skills with legal professionals. Proactive, organized, and comfortable working autonomously in a remote environment. Strong problem-solving mindset and customer-centric approach. Ability to understand legal workflows and research needs (experience with international arbitration or investment law is a plus).
- Bonus Skills: Prior Sales or Customer Success Management experience (not required but valued). Background in international law, arbitration, or investment law. Experience with SaaS platforms or subscription-based business models. Familiarity with legal research databases or legal technology tools. Comfortable with CRM tools, data tracking, and reporting.
Interview process: We’re proud of our multicultural team representing 37 nationalities! To ensure smooth communication, please apply in English (CV and application form questions). Introductory Video Call with Laurine, Talent Manager (30 min). Interview with Jess, Head of CSM (60 min). Case Study with Jess, Head of CSM, and Dima, Head of Europe/LATAM/Africa (1h30). Meet the team at the Office: Culture & Values Interview (45 min) + Lunch or Afterwork. Last call with Jean-Rémi, CEO, or Anna, VP of People (30 min). Please note that, due to the nature of the sector we operate in, the final steps of our recruitment process include reference calls and a background check.
Need More Reasons to Join Us?
- Enjoy a hybrid working organization that combines remote and on-site work (2 days).
- Get 5 weeks of vacation each year, and take them whenever it suits you.
- Participate in company-wide summits called JM Fest to connect and inspire.
- Enjoy the flexibility to work from anywhere across the globe for up to 8 weeks per year.
- Receive relocation assistance to help ease your transition to France.
- Experience a commitment to building a warm, inclusive, and diverse environment.
At Jus Mundi, we believe that diversity, equity, and inclusion are key to our success. Confidence can sometimes hold us back from applying for a job, but we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. We celebrate diverse backgrounds, experiences, and identities, and we encourage you to apply regardless of how you identify. Whether you’re early in your career or a seasoned professional, your unique perspective and skills are what matter most. Join us in building a workplace where everyone feels valued, empowered, and excited to contribute their best work every day.
Customer Success Manager EMEA in London employer: Jus Mundi SAS
At Jus Mundi, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and innovation in the legal tech space. With a strong commitment to employee growth, our hybrid working model allows for flexibility while providing generous benefits such as five weeks of vacation and opportunities for global remote work. Join us in Paris or London, where you'll be part of a diverse team dedicated to empowering legal professionals with cutting-edge AI tools, all while fostering an inclusive environment that values every individual's contribution.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jus Mundi SAS. 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 Jus Mundi SAS 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 EMEA in London
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 Jus Mundi SAS:Your cover letter is your chance to shine! Tell us why you want to work at Jus Mundi SAS 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 Jus Mundi SAS!
How to prepare for a job interview at Jus Mundi SAS
✨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.
