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Customer Success Manager - Top 3 Legal

About Top 3 Legal

Top 3 Legal is an emerging online platform that assists businesses in managing their relationships with external lawyers and law firms. Top 3 Legal allows in-house legal departments to access live information from their colleagues and peers from other organisations to help them identify the external counsel that is right for a particular project. In addition, Top 3 legal enables in-house legal teams to use a simple and collaborative interface called a Team Sheet to manage their private network of external lawyers and law firms.

The Role

The Client Success Manager will be responsible for driving engagement by businesses with Top 3 Legal’s products, including Team Sheets and our GC Hub group. You will be the clients’ advocate, understanding their objectives and desired outcomes and will be involved in all aspects of client onboarding, support, account management, and training. The Client Success Manager will effectively build and manage client relationships and ensure overall client success and satisfaction. This is a unique opportunity to work with and be a part of a smart, hard-working, fun team.

Core Job Duties and Responsibilities:

  • Responsible for all client interactions and deliverables associated with Team Sheets and membership of our GC Hub group;
  • Serve as primary contact for onboarding of new clients and law firms, providing end-user training and post go-live support; provide insights and best practices to clients to ensure full optimization and adoption;
  • Proactively manage the client relationship for the entire lifecycle - identifying, developing, automating and optimizing processes, tools and methodologies to retain clients and maximize efficiencies;
  • Identify potential risks and serve as primary point of escalation for client issues; cooperatively work with internal teams and management to expedite resolution of issues and activities, while delivering timely communication to clients on progress and next steps, through satisfactory resolution;
  • Maintain positive working relationships with internal and external clients by providing superior client service;
  • Collaborate with other internal departments e.g. product development, technology, marketing, support, training and external partners, on new releases impacting the client and operational readiness; including providing input on potential enhancements and identifying current pain points;
  • Maintain accurate client records in HubSpot, and regularly provide client status updates, highlighting client advocates and those at risk.

Job Knowledge, Skills, and Work Experience:

  • 1 year of Account Management / Client Success experience with a SaaS product
  • Experience working with, and managing stakeholders and clients
  • Excellent communication, decision-making, and problem-solving skills, with a focus on communicating and interacting professionally with senior leaders in companies and all levels of the company
  • Well organized with a high level of accuracy and attention to detail
  • Flexible approach and an ability to operate effectively and under pressure
  • Driven, self-motivated and enthusiastic, with a ‘can-do’ attitude
  • Proficiency with CRM Software (specifically HubSpot), working knowledge of Microsoft Office products
United Kingdom
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