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StructureFlow · 4 months ago

Senior Client Success Manager

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

StructureFlow is building the world's first visual modelling solution for corporate structures and transactions, aiming to transform how professionals interact with complex information. As a Senior Client Success Manager, you will lead the strategic adoption of their SaaS solutions among high-value clients, focusing on building trust and driving user engagement while managing key client relationships.

Data VisualizationGraphic DesignInformation Technology

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

Manage senior-level stakeholders, guiding them towards success through influence and rapport-building

Handle escalated client issues, working with cross-functional teams to resolve problems and escalate to the Head of Client Success or CPO/CRO when necessary

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, highlighting best practices, and documenting both

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, providing a seamless experience from trial to full service

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

Qualification

Customer Success ManagementSaaS SolutionsClient Relationship ManagementChange ManagementData AnalysisStakeholder ManagementContent CreationLegal Tech KnowledgeAI TechnologiesVerbal CommunicationWritten CommunicationProject ManagementTeam Collaboration

Required

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 - you will be comfortable with building relationships with clients and querying them to uncover their needs and challenges, proactively identifying opportunities to enhance satisfaction and adoption

Proven experience in building and maintaining strong client relationships, with a history of driving user engagement and product adoption through trials and full service

Excellent skills in verbal and written communications, strategic planning, and project management

Analytical, process-oriented and data-driven mindset - you will be comfortable analyzing usage patterns and metrics to drive action

Active team player, self-starter, and multitasker who can quickly adjust priorities and work effectively across multiple departments in a deadline-driven environment

Ability to create and deliver engaging content (e.g., demos, trainings, videos, campaigns) that has led to measurable client success

Experience managing and influencing senior stakeholders, demonstrating leadership in driving change management and user success

Strong collaborative mindset with the ability to work closely with sales, product, marketing, and engineering teams to enhance the customer experience

Preferred

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

Benefits

Competitive salary

Opportunity to join a dynamic, early-stage startup in our mission to become the critical infrastructure for transactions of the future.

Generous PTO policy

High impact work that really matters - success in this role will drive our company forwards and have an outsized impact on our business and our clients

Flexible working - we are remote-first with a bright central London office for those who want to use it.

Learning and development budgets and support

Regular socials and events for the whole company