Senior Client Success Manager

StructureFlow

116d

About The Position

We’re building the world’s first visual modelling solution for corporate structures and transactions. Our mission is to transform the way that professionals work with complex information. Taking what’s traditionally found in impenetrable, text-based legal documents, StructureFlow enables users to dynamically collate, visualise and model information holistically, enabling professionals to cut through complexity through the power of visual working. StructureFlow has secured Series A funding, we are growing fast and are at an exciting stage of scaling up. We have great traction today, working with over 50 highly engaged international law firms including 3/5 of the UK Magic Circle and a sizable segment of the US AMLAW 200. The users of our platform are leading lawyers, accountants and finance professionals who have rigorous standards in terms of the approach to their work and the technology they use to help them accomplish it. You will be someone who can immerse themselves fully in the challenges faced by our clients and create solutions that delight them, helping make StructureFlow an indispensable product in their toolkit. At StructureFlow, we foster a dynamic, collaborative, global culture where innovation thrives.

Requirements

• A minimum of 3 years of experience in a customer success role, preferably in a SaaS or technology-enabled services company.
• Engaging, friendly and professional consultative approach.
• Proven experience in building and maintaining strong client relationships.
• Excellent skills in verbal and written communications, strategic planning, and project management.
• Analytical, process-oriented and data-driven mindset.
• Active team player, self-starter, and multitasker.
• Ability to create and deliver engaging content (e.g., demos, trainings, videos, campaigns).
• Experience managing and influencing senior stakeholders.

Nice To Haves

• Background in legal tech is highly desirable.
• Experience in working on a canvas-based application or visual collaboration tool.
• Strong understanding of legal processes and terminology.
• Experience of working with AI technologies such as NLP or Open AI.

Responsibilities

• Manage a portfolio of high-value clients and work closely with key client contacts and executive stakeholders to strategically drive growth and maximize client value.
• Take full ownership of your client relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Act as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Manage senior-level stakeholders, guiding them towards success through influence and rapport-building.
• Lead Quarterly Business Reviews (QBRs) and renewals, aligning accounts with overarching strategic goals.
• Handle escalated client issues, working with cross-functional teams to resolve problems.
• Collaborate with the Head of Client Success and wider team to implement best practices and scale client engagements effectively.
• Develop deep understanding of each client's goals, workflows, and pain points.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity.
• Proactively identify opportunities to enhance client satisfaction and drive product adoption.
• Work closely with the sales team to deliver successful outcomes for both the client and StructureFlow.
• Partner closely with the product team to ensure client perspectives and pain points are incorporated into the roadmap.
• Work with sales and marketing teams to boost customer referrals and develop case studies.

Benefits

• Competitive salary.
• Opportunity to join a dynamic, early-stage startup.
• Generous PTO policy.
• High impact work that really matters.
• Flexible working – remote-first with a bright central London office.
• Learning and development budgets and support.
• Regular socials and events for the whole company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees