At a Glance
- Tasks: Drive customer satisfaction and retention while empowering legal professionals with AI tools.
- Company: Join Jus Mundi, a mission-led legal tech company transforming global justice.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Collaborate with top professionals and enjoy a diverse, inclusive workplace.
- Why this job: Be at the forefront of legal innovation and AI technology in a dynamic environment.
- Qualifications: 3+ years in legal tech or law, strong communication skills, and a passion for AI.
The predicted salary is between 56700 - 69300 £ per year.
Join Jus Mundi – To Power Global Justice
Founded in 2019 and recognized as a mission-led company, Jus Mundi is pioneering legal technology to power global justice through artificial intelligence.
Headquartered in Paris, with additional offices in New York, London, and Singapore, Jus Mundi serves over 150,000 users, including top law firms, multinational corporations, government bodies, and academic institutions in more than 90 countries.
By combining legal expertise with cutting-edge AI technology, we provide global legal intelligence, data-driven arbitration professional selection, and business development services.
- What Makes Jus Mundi the Place to Be
- Our
Values: With core values as Listen (Solve for the Legal Community), Iterate (Start Sharp, Stop Smart), Commit (Step In, Own the Outcome), Belong (Build together through diversity), Uphold (Aim for Justice with Integrity), we cultivate a dynamic environment that encourages collaboration, innovation, and continuous growth.
- Legal Is the Next Frontier for Gen AI: Legal is one of the top industries ready to be transformed by Gen AI.
At Jus Mundi, we’re building transformative AI where it has the power to make the most impact.
- Proven
- Product
- Market
Fit: Jus Mundi has secured product-market fit in global markets since launch, partnering with top-tier law firms, government bodies, and major corporations, including: Quinn Emanuel, Wong Partnership, Total Energies, Canada, UK, and Japan.
- Strategic
Investment: In 2024, we raised over $20 million in Series B funding from prominent strategic international investors, including Acton Capital, True Global Ventures, C4 Ventures, and FJ Labs, fueling our growth and innovation.
- Legal Meets Tech: Our engineers and former lawyers collaborate closely with large language models (LLMs) to pioneer the future of generative AI and reshape professional services.
- Exceptional
Team: Work with talented professionals from industry leaders, including engineers, legal experts, and AI specialists from companies like Google and Amazon who are pushing the boundaries of legal tech.
About the Role
Jus Mundi is looking for a Customer Success Manager based in London, to lead our expansion in Europe and Middle East.
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.
This role is ideal for someone who is curious about AI, passionate about legal innovation, and excited to build lasting relationships with top law firms and legal departments across EMEA.
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
- Required Qualifications
- Preferred Experience and Skills
- 3+ years of experience in legal tech, law firm environment, legal services or arbitration (associate level acceptable)
- Fluency in English is mandatory.
- Located 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 Saa S platforms or subscription-based business models
- Familiarity with legal research databases or legal technology tools
- Comfortable with CRM tools, data tracking, and reporting
- Fluency in another language (preference for French, Spanish, German or Arabic) is a plus
- Interview process
- 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?
- 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.
- Last but not least: 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 | London-based employer: Jus Mundi
At Jus Mundi, we pride ourselves on being a mission-driven employer that champions innovation and collaboration in the legal tech space. Our Paris and London offices offer a vibrant work culture where employees enjoy hybrid working arrangements, generous vacation policies, and opportunities for professional growth while contributing to meaningful advancements in global justice through AI technology. Join us to be part of an exceptional team dedicated to empowering legal professionals and shaping the future of the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager EMEA | London-based
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jus Mundi. 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 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 | London-based
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:Your cover letter is your chance to shine! Tell us why you want to work at Jus Mundi 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!
How to prepare for a job interview at Jus Mundi
✨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.
