Senior Customer Success Manager

Our company is in an amazing market position, with enviable growth, collaboration, and wonderful people. Our culture is shaped by core values that promote equality, agility, and respect in everything we do.

We are proud to be an equal‑opportunity employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of sex, gender identity or expression, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.

We are seeking a Senior Customer Success Manager to join our London‑based Customer Success team. In this customer‑facing role you will own a portfolio of accounts across our subscription products and be responsible for driving retention, engagement, user growth, and long‑term customer value. You will combine strong relationship management, commercial awareness, and customer‑success expertise to help customers achieve their objectives while supporting wider business goals.

• Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption, and active user growth.
• Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities, and business objectives.
• Build, strengthen and maintain strategic relationships with key users, decision‑makers, and commercial stakeholders across customer organisations.
• Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities, and clear calls to action.
• Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle, and stage in the customer journey.
• Conduct high‑quality business reviews to measure progress against agreed success outcomes and recommend next steps.
• Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross‑sell, upsell and CSQLs.
• Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
• Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action‑oriented.
• Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.

• 3–5 years’ experience in a Customer Success client‑facing B2B role.
• Hands‑on experience with a dedicated Customer Success platform, accurately managing workflows, maintaining data quality, and delivering against KPIs.
• Outstanding relationship‑building skills, with the ability to engage and influence stakeholders at all levels.
• Advanced communication skills, with the ability to deliver training, onboarding, reviews and recommendations clearly and confidently to different audiences.
• Strong customer success expertise, including success planning, onboarding, customer health, retention strategy and advocacy development.
• Advanced analytical and critical thinking skills, confident in using customer data and success metrics such as health scores, churn, NPS, CSAT, GRR and NRR to inform decisions.
• Strong coordination, planning and organisational skills, with the ability to lead complex work across multiple stakeholders and priorities.
• Commercial awareness and the ability to work effectively with Sales to support customer value conversations and package recommendations.
• Advanced product, customer journey and customer experience understanding, ideally within a subscription, information, SaaS or professional services environment.
• A collaborative, empathetic and growth‑oriented approach, with the confidence to support colleagues, share knowledge and help lead positive change.

Success in this role means delivering measurable impact for customers and the business: strong onboarding outcomes, healthier customer relationships, high‑quality success and engagement planning, disciplined platform usage, early risk identification—all contributing to our retention targets. The successful candidate will help create a positive, customer‑centric culture by mentoring others, sharing insight and continuously improving how we support customers.

• Start Of Employment: Eye care, Employee Assistance Programme, A day off for your birthday.
• After 3 Months Employment: Pension (4% employer contribution and 4% employee contribution).
• After 4 Months Employment: Life assurance.
• After Probation: Cycle to work scheme, Season ticket loan, £350 annual wellbeing allowance to contribute to gym memberships or fitness classes, Puregym access, Perks at work platform access.
• After 1 Year Service: Private healthcare.
• Additional Perks: Company socials, Access to Employee Affinity Networks, Mentoring scheme, Volunteering Day, Mortgage Advice, Work from anywhere (2 weeks), Generous parental leave.

We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration and respect in everything we do. We are proud to be part of the Disability Confident Scheme, and we commit to being inclusive and accessible, starting with our application and recruitment process. If any reasonable adjustments are required, please let us know as part of our application page.

At Law Business Research, we believe in the power of growth and the importance of nurturing talent. We have learned that building the right team delivers extraordinary results. Our fast‑paced journey to becoming a global technology‑driven information service provider has been built upon the values we hold close: rewarding excellence, providing meaningful work on our leading brands, and fostering an inclusive environment that is diverse, connected, and supportive. By doing this we have grown together and achieved global success. Join us and be part of a journey where your contributions are valued, your impact is significant, and your growth is our priority.