At a Glance
- Tasks: Lead client engagements and strategy to maximise value from our innovative platform.
- Company: Join PERSUIT, a mission-driven team transforming legal spend management.
- Benefits: Competitive salary, paid time off, family leave, and wellness resources.
- Other info: Embrace a supportive culture that values feedback, ownership, and autonomy.
- Why this job: Shape customer success and drive meaningful change in a dynamic environment.
- Qualifications: 4-6 years in Enterprise SaaS Customer Success or Consultancy with strategic account ownership.
Description
As a Customer Success Manager at PERSUIT, you’ll partner closely with in-house legal teams to modernise how they manage outside counsel and legal spend, while ensuring they derive maximum value from our ever-evolving platform. Your job is to make renewal a no-brainer.
This is a hands-on, high-responsibility role where you’ll lead client engagements and strategy.
You’ll need to be relentlessly proactive, commercially curious, and energised by the opportunity to shape how we scale Customer Success.
If you’re a problem-solver with a knack for strategic relationship management, communication, and rigorous project management—and you love moving stakeholders through meaningful change—we’d love to meet you!
What You’ll Be Doing
- Own a portfolio of enterprise clients across EMEA, overseeing the full customer lifecycle from onboarding through adoption, expansion, advocacy, and renewal.
- Craft strategic, data-driven success plans for clients based on their goals and areas of untapped PERSUIT potential and value. This includes our expanded platform capabilities following the acquisition of Apperio in 2025.
- Manage projects and stakeholders to keep deliverables on track.
- Run high-impact meetings as you engage, consult, challenge, and strategise with corporate legal departments around best practices in outside counsel and spend management, including RFP and AFA strategies.
- Train clients and invest in their self-service PERSUIT programmes, adoption, and scalable enablement, while driving ongoing change management.
- Support commercial growth opportunities through upsell and cross-sell, working closely with our Expansions Sales team.
- Build relationships and trust with stakeholders, converting them from users to advocates and acting as the voice of the customer for product feedback.
- Orchestrate PERSUIT’s internal specialist resources—including executives, Product, Engineering, Support, and Marketing—to deliver outcomes for clients, while protecting your time for high-impact strategic work.
- Contribute to internal projects, such as content creation and process improvement.
Why You’ll Love It Here
- Join a mission-driven team and an evolving platform that solves real customer problems.
- We’re growing something truly innovative, and it is challenging, fun, and rewarding. The people who thrive most here don’t just adapt to change—they embrace and drive it.
- Opportunities to shape how we deliver value for customers and grow with the company.
- A supportive culture that values feedback, ownership, and autonomy.
Requirements
Who You Are & What You Bring
- 4–6+ years of experience in Enterprise SaaS Customer Success or Consultancy—or a shorter track record with clear evidence of early ownership of strategic accounts. It’s an added bonus if you’ve overseen software implementations and launches.
- We care more about your trajectory than your years. If you’ve taken on more than your title suggested, we want to hear about it.
- An understanding of how to drive impact across the customer lifecycle and navigate complex organisations. You see the bigger picture, detecting both early risk signals and growth opportunities.
- You’re a clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You help your stakeholders become highly persuasive internal communicators of PERSUIT’s value themselves.
- You work efficiently and prioritise what matters most. This may include bringing technical curiosity to your work and using AI to work smarter and more efficiently.
- A positive, can-do mindset that starts with “yes, and” rather than “no, but”, which you apply to taking ownership, problem-solving, and collaboration.
- Ability to travel up to 10% for client and internal meetings or events.
- Nice to Have
- Background in legal ops, legaltech, fintech, or enterprise SaaS.
- Knowledge of legal pricing, law firm RFP processes, and/or corporate legal departments.
- Experience in a startup or scale-up environment, with the adaptability and pace it demands.
Nice to Have
- Background in legaltech, fintech, or enterprise SaaS.
- Knowledge of legal pricing, law firm RFP processes, and/or corporate legal departments.
- Experience working in a startup or scale-up environment, with the adaptability and pace that comes with it.
Compensation
The base salary range for this role is £78,000–£85,000 GBP, depending on experience, skills, and qualifications.
Benefits
Perks & Benefits
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity & Paternity)
- Training & Development
- Wellness Resources
Work Authorization
Candidates must have current, valid work authorization in the country where the role is based. Unfortunately, we are not able to provide sponsorship for visas or work permits at this time.
Client Success Manager, EMEA in London employer: PERSUIT
At PERSUIT, we pride ourselves on being an exceptional employer that fosters a mission-driven culture where innovation and collaboration thrive. As a Client Success Manager in the EMEA region, you'll enjoy a supportive environment that values feedback and autonomy, alongside opportunities for professional growth and the chance to make a real impact on our clients' success. With competitive compensation and a range of benefits, including paid time off and wellness resources, PERSUIT is dedicated to ensuring that our employees feel valued and empowered in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PERSUIT. 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 PERSUIT 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 Client 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 PERSUIT:Your cover letter is your chance to shine! Tell us why you want to work at PERSUIT 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 PERSUIT!
How to prepare for a job interview at PERSUIT
✨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.
