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For Companies At a Glance
- Tasks: Manage client accounts, improve retention, and boost revenue while nurturing relationships.
- Company: Join Osprey Approach, a SaaS company revolutionizing legal practice management for UK law firms.
- Benefits: Enjoy performance bonuses, remote work, professional growth, and fun team socials.
- Why this job: Be the voice of clients, influence product development, and make a real impact in a growing company.
- Qualifications: 2+ years in client success or account management, excellent communication skills, and a proactive mindset.
- Other info: This role involves travel across the UK to meet clients and prospects.
The predicted salary is between 36000 - 60000 £ per year.
Our mission is to make running a law firm easier. Our client success team sits at the heart of our mission to collaborate and guide clients to ensure our tech is helping them meet their business goals.
We have an exciting opportunity to join our growing client success team to foster deep relationship with our clients and our prospects who are looking for a new solution for their firm.
Pracctice Limited, trading as Osprey Approach, is a SaaS company developing and delivering legal accounting, practice, and case management software to SME law firms across the UK.
The client success manager role
As a client success manager, you will be responsible for managing existing client accounts to improve retention and boost revenue. You will also play a crucial role in the sales function by attending demos with clients, nurturing relationships, and converting opportunities. Reporting to the Marketing Director, you’ll take ownership of your portfolio’s success and ensure our clients and pipeline prospects are satisfied, successful, and see the value in our solutions.
This position requires someone who is tenacious, empathetic, and adaptable. We’re looking for someone what has the initiative, communication and problem-solving skills to build genuine relationships that can guide and influence our clients and prospects.
You’ll be the voice of our clients and prospects and so you’ll have a strong influence on our marketing messaging, product roadmap, and services we offer. This is a great opportunity for someone with big ideas, a client-focused mindset, and a proactive attitude.
This role requires travel to client and prospect offices across the UK.
Client success key responsibilities:
- Client relationship management: Build and maintain strong, trusted relationships with clients, understanding their needs and ensuring high satisfaction and successful outcomes.
- Account growth: Ensure high retention rates and identify opportunities for upselling and cross-selling across your client portfolio. This includes securing contract renewals and educating clients on the full range of Osprey products and services.
- Strategic planning: Conduct regular account reviews, create growth strategies, and ensure long-term success for your clients.
- Escalation management: Monitor client health metrics and proactively address any issues or concerns. Be the escalation point for other departments across the business.
- Onboarding and project management: Liaise with the implementation and professional services team on new client implementations to ensure a smooth and successful onboarding.
- Reporting: Maintain detailed, accurate, and up to date client and opportunity information on Salesforce.
- Sales pipeline development: Attend product demos and consultation meetings with potential clients to provide insights and support the product specialist. Follow up with prospective clients to nurture leads and convert them into satisfied customers.
- Feedback & continuous improvement: Collaborate with the marketing, product, support, and implementation teams to provide feedback from clients and to continually improve our service.
What makes you a great fit?
Experience:
- 2+ years’ experience in a client success, account management, or business development role
- Preferably experience in a SaaS or tech environment
Skills:
- Excellent communication and interpersonal skills with the ability to build and maintain strong relationships with clients
- Strong commercial acumen with the ability to identify opportunities and influence decision makers
- Proactive and results-oriented mindset
- Excellent attention to details, ensuring quality outcomes across client interactions
- Strong problem-solving skills and the ability to think on your feet
- Familiarity with CRM software and other sales tools
Style:
- Highly motivated with a client-focused mindset
- Commercially savvy and can think creatively to solve problems
- Adaptable and not afraid to try new things
- Proactive and wants to have an impact on team success
What we offer:
- Performance-based bonuses and commission structure
- Opportunities for professional growth and development
- A supportive and collaborative work environment
- Fully remote role with a head office in Malvern
- Quarterley team socials
- The chance to make a significant impact and influence in a growing company
Customer Success Manager employer: Osprey Approach Legal Software UK
Contact Detail:
Osprey Approach Legal Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarize yourself with the legal tech landscape, especially SaaS solutions for law firms. Understanding the specific challenges and needs of your potential clients will help you build rapport and demonstrate your expertise during interviews.
✨Tip Number 2
Prepare to discuss your previous experiences in client success or account management. Be ready to share specific examples of how you've improved client retention or identified upselling opportunities, as this aligns closely with the responsibilities of the role.
✨Tip Number 3
Showcase your communication skills by practicing how you would explain complex software solutions to clients. Being able to convey technical information in an accessible way is crucial for a Client Success Manager.
✨Tip Number 4
Demonstrate your proactive mindset by preparing ideas on how you could enhance client relationships and improve service delivery at Osprey Approach. This will show that you're not just looking to fill a role, but are genuinely interested in contributing to the company's success.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Success Manager position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in client success, account management, or business development. Emphasize your communication skills, problem-solving abilities, and any experience you have in a SaaS or tech environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client success and your proactive mindset. Use specific examples from your past experiences to demonstrate how you can build strong relationships and drive client satisfaction.
Highlight Relevant Skills: In your application, make sure to emphasize your excellent communication and interpersonal skills, as well as your commercial acumen. Mention any familiarity with CRM software and your ability to identify upselling opportunities.
How to prepare for a job interview at Osprey Approach Legal Software UK
✨Show Your Client-Centric Mindset
During the interview, emphasize your experience in building and maintaining strong client relationships. Share specific examples of how you've successfully managed client accounts and improved satisfaction, as this aligns with the core responsibilities of the role.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss situations where you've had to think on your feet to resolve client issues. Highlight your proactive approach and adaptability, showcasing how you can handle challenges effectively while ensuring client success.
✨Familiarize Yourself with SaaS Solutions
Since the role is within a SaaS company, make sure you understand the basics of SaaS products and their benefits for clients. This knowledge will help you engage in meaningful conversations about how Osprey's solutions can meet client needs.
✨Prepare for Sales-Related Questions
Expect questions related to account growth and upselling strategies. Be ready to share your experiences in identifying opportunities and converting leads into satisfied customers, as this is crucial for the client success manager position.
