At a Glance
- Tasks: Drive customer success by building trusted relationships and consulting on ROI opportunities.
- Company: Join a leading tech company focused on customer success in the Legal Data Intelligence industry.
- Benefits: Enjoy comprehensive health plans, generous leave, and professional development opportunities.
- Other info: Hybrid work environment with excellent career growth potential.
- Why this job: Make a real impact by helping customers achieve their goals with innovative software solutions.
- Qualifications: 4+ years in customer-facing roles, strong communication skills, and a collaborative mindset.
The predicted salary is between 36000 - 60000 € per year.
The Customer Success Management Team supports our customers in meeting their goals using the Relativity suite of products. The team plays a crucial role in ensuring the success of our accounts by driving product adoption, providing strategic guidance, and fostering strong relationships with our customers.
As an EMEA Customer Success Manager you will develop trusted-advisor relationships to drive success with our customers across Europe, Middle East and Africa. You will consult with customers to align on ROI opportunities and utilisation blockers. You will coordinate with teams across the business to achieve these goals and create cross-organisational clarity on progress, outcomes, and challenges while advocating for shared value. Goals might include introducing and implementing new features, expanding to new geographies or use cases, increasing efficiency with new workflows, orchestrating meaningful multi-threaded engagement between the customer and Relativity.
Your Role in Action
- Drive Customer Success
- Develop trusted-advisor relationships with our EMEA accounts to understand their goals and align them with the value proposition of our Relativity suite of products.
- Consult with each account on return on investment (ROI) opportunities and utilisation blockers, and collaboratively build success plans to ensure their desired outcomes are achieved.
- Coordinate with cross-functional teams to execute the Success Plans, monitor progress, and address any challenges.
- Conduct Annual Business Reviews to align account and company leadership on achieved and targeted ROI.
- Create Shared Value
- Understand the return on investment (ROI) your accounts expect to receive from their RelativityOne subscription and, in collaboration with the assigned Account Executive, build Success Plans to ensure this ROI is achieved.
- Identify and record "Verified Outcomes" (wins) when ROI is confirmed by the account.
- Act as the voice of the customer within the company, providing feedback and insights to foster a culture of customer success.
- Regularly analyse customer usage and account health to mitigate renewal risks, reduce product churn, and identify up-sell opportunities.
- Orchestrate Across Departments
- Project manage complex plans, such as onboarding new products across geographies.
- Engage accounts with Relativity subject matter experts and executives to address concerns and build deep, multi-threaded engagements.
Your Skills
- 4+ years of customer-facing support in the Legal Data Intelligence industry
- Expertise managing accounts in a customer-facing role
- Experience in the software technology sector
- Ability to address tactical issues while maintaining a long-term strategic vision
- Excellent business writing and presentation skills
- Strong team player with the ability to thrive in a collaborative environment
- Ability to actively listen to customers, identify pain points in their business processes, and provide effective solutions.
Benefit Highlights
- Comprehensive health, dental, and vision plans
- Parental leave for primary and secondary caregivers
- Two, week-long company breaks per year
- Additional time off
- Long-term incentive program
- Training investment program
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Suggested Skills: Account Management, Active Listening, Communication, Customer Relationships, Customer Success, Empathy, Relationship Management, Retention Strategies, Sales, Training Delivery
Customer Success Manager in London employer: Relativity
As a Customer Success Manager at Relativity, you will thrive in a dynamic hybrid work environment that champions collaboration and innovation. Our commitment to employee growth is evident through comprehensive training programs and generous time off, including two week-long company breaks each year. Join us in fostering strong relationships with our customers across EMEA while enjoying a supportive culture that values your contributions and prioritises your well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand how you can add value as a Customer Success Manager and be ready to discuss specific examples of how you've driven success in previous roles.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer-facing roles and how you've driven success in previous positions. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t forget to emphasise your expertise in account management and your ability to build trusted relationships. Use specific examples that demonstrate your skills in active listening and problem-solving. This is your chance to shine!
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and make sure your passion for customer success comes through. We appreciate straightforward communication, so let’s keep it simple!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at Relativity
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how ROI is calculated and be ready to discuss how you’ve helped previous clients achieve their goals. This shows you’re not just familiar with the concepts but can apply them effectively.
✨Demonstrate Your Relationship-Building Skills
Prepare examples of how you've built trusted relationships with clients in the past. Think about specific situations where your communication and empathy made a difference. This will highlight your ability to connect with customers and advocate for their needs.
✨Showcase Your Cross-Departmental Collaboration
Be ready to talk about times when you coordinated with different teams to achieve a common goal. Discuss how you managed complex projects and ensured everyone was aligned. This will demonstrate your ability to orchestrate efforts across departments, which is crucial for this role.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the company and the role. Inquire about their current challenges in customer success or how they measure success with their products. This not only shows your enthusiasm but also helps you gauge if the company aligns with your values.
