Customer success manager sought for London-based legal tech start-up

Work alongside a broad team in the heart of London

Apperio is growing quickly and looking to bring on a talented customer success manager to help customers quickly and smoothly achieve their goals through its product -- bringing transparency to the business of law. You’ll be working with a mixture of law firms and in-house teams to challenge how they manage legal operations.

Based in the heart of London, you’ll be working as part of the customer success team, alongside a broader team of customer success managers.

The ideal person for this role will have worked in the legal field, either as a lawyer or as part of an in-house team.

The role demands someone who is passionately focused on the customer, a strong communicator, able to collaborate effectively internally and externally to get things done while providing an excellent customer experience. You will have a consultative mindset and a tenacious commitment to continuous improvement.

Our current situation is that everybody is learning and processes are iterative, not set in stone. You’ll be happiest when you’re out meeting a variety of clients in different industries on a daily basis.

Responsibilities

• Manage a number of parallel projects for our customers
• Coordinate and/or manage internal and external resources, both technical and non-technical (best practice experts, subject matter experts, engineers, product managers)
• Work with customers on the definition and execution of their overall success plan
• Set customer expectations
• Complete projects on time and on budget while delighting the customers
• Identify and advocate for new product features on behalf of the customers or the function
• Contribute to constant improvement of on-boarding and other customer lifecycle practices
• Coordinate training for the customers’ staff

Requirements

• Two to three years' experience in a legal environment, ideally as a lawyer or as part of an in-house legal team
• Demonstrably ‘self-starting’. A builder, not a follower
• Excellent written and verbal communication skills
• Coachability, interest in implementing feedback, and dedication to consistently improving your craft
• Extreme attention to detail
• Love of data to track and improve your own performance and that of the customer success function
• Some basic SQL/data exposure would be beneficial but not required

If this role interests you, please email careers@apperio.com to apply.