Senior Customer Success Manager

We're Summize, the power behind every great legal team. Our contract intelligence system helps businesses everywhere work faster and smarter with their contracts, and we're only just getting started. With a $50 million Series B behind us and HQs in Manchester UK, Boston and San Diego, we're growing fast. We're looking for curious, driven problem solvers to help shape what comes next - so if that sounds like you, we'd love to hear from you.

The Role

Great customer success at Summize isn’t just about keeping customers happy. It’s about helping them get real, measurable value from their contracts and grow alongside us. As a Senior Customer Success Manager, you’ll own a portfolio of customers from go-live onwards, drive adoption across their legal and commercial teams, and turn that adoption into renewals and expansion. If you’re a self-starter who loves building trusted relationships and can back them with data, we’d love to have you with us as we enter our next phase of growth.

Role Responsibilities

• Leading the post-sales client lifecycle, from onboarding to renewal, upsell and expansion
• Achieving customer desired outcomes by understanding their specific business needs, challenges and goals
• Customer advocacy. You will build strong, trusted relationships and will effectively promote Summize within the customer's wider organisation.
• Help customers understand the true value of Summize by executing effective adoption strategies and expanding customer use cases through coaching and enablement.
• Meeting or exceeding KPIs that measure your engagement and impact with customers. You will track and report on metrics such as NRR / GRR, Customer Health, growth & expansion etc.
• Improve the overall customer health by hosting voice of the customer (VOC) forums to better understand and improve the customer health and sentiment.
• Centralised point of contact between the customer and internal stakeholders ensuring a seamless and consistent customer experience across all touchpoints.
• Coordinating responses to customer inquiries, issues and requests in a timely and professional manner.
• Sharing best practice and supporting material to help customers get the most out of Summize. You will create and maintain a knowledge base of FAQs, tutorials, tips and tricks, etc.

What we’re looking for

• Around 4 years previous experience in a Customer Success Manager role within a high growth SaaS business, with commercial KPIs such as retention, upsell or growth targets
• Experience in a similar B2B or SaaS business in a customer facing role ideally with KPIs/commercial targets
• Familiar with utilizing a Customer Success tech stack to enable you in doing great work with customers. Bonus points if you have used tools like Pendo, Gong and Teamwork.
• Solid understanding of complex business concepts and processes. You are a quick learner and can adapt quickly.
• Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services
• Excellent relationship building and interpersonal skills. You can build trust and credibility quickly!
• Ability to work both independently and within a team environment, with focus and high attention to detail

What we offer

• 26 days’ vacation plus public holidays (increasing by one holiday for each year of service, up to a maximum of 30 days)
• Private Healthcare and Dental Coverage - I can share a brochure overviewing this plan with him when I send his official offer letter.
• Access to discounts on things like travel, electronics, fashion, fitness and more
• Employee Retirement Plan (401k) with matching
• Group Life Insurance Benefit
• Rich learning and development opportunities supported through our Growth Mindset Fund.
• Seaport based offices with fantastic perks, fully stocked fridge providing soft drinks, breakfast food and snacks
• Work from anywhere after one year of employment
• Employee share option scheme
• Regular social activities and events
• Opportunity to be a part of one of legal tech’s hottest tech scale ups

Base salary range listed represents what Summize reasonably expects to pay for this position at the time of posting. Final compensation will be determined based on a number of factors including skills, experience and location. Total compensation may also include performance-based bonus/commission, equity and a comprehensive benefits package.

We understand the value of having a diversity of identities, backgrounds and thinking within our company so we’re open to hearing from applicants who don’t yet tick all the boxes. If that’s you, please accompany your application with short summary explaining how you’d close the gap on the skills you don’t yet have.

Looking for a role where you can really make a difference? We’d love to hear from you and tell you more about this exciting opportunity at Summize.