Customer Success Manager

Jigsaw LLC

Job Overview

Location

London

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact and trusted advisor for a portfolio of 15–25 law firm clients across Europe, owning their success and revenue outcomes
• Develop deep understanding of each client’s business objectives, workflows, and success metrics to align Jigsaw’s legal technology solutions with their strategic priorities
• Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot
• Proactively monitor customer health signals—including usage analytics, engagement patterns, and support trends—to identify at-risk accounts before renewal and execute risk mitigation strategies
• Lead renewal negotiations, structuring agreements that reflect delivered value and create foundations for expansion, identifying cross-sell and upsell opportunities through discovery conversations and strategic account planning
• Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) to demonstrate ROI and deepen relationships with executive stakeholders
• Deliver high-impact training sessions, workshops, and demos for end-users, champions, and train-the-trainer programs
• Identify and cultivate internal champions within client organisations to drive adoption and advocacy of Jigsaw’s platform
• Create success stories, case studies, and reference opportunities with highly engaged clients
• Partner closely with Sales teams on hand-offs, upsell opportunities, and account transitions
• Collaborate with Product teams to relay customer feedback, influence roadmap priorities, and communicate feature updates
• Work with Product Success teams to escalate and resolve technical issues, ensuring seamless customer experience
• Advocate for customer needs internally by translating feedback into actionable insights for product and go-to-market teams
• Contribute to Customer Success playbooks, best practices, and scalable processes as the function grows
• Operate in a hybrid model with three days per week required in-office at the London office
• Thrive in a high-velocity startup environment where ambiguity is common and processes are evolving
• Own your book of business with autonomy while knowing when to collaborate, escalate, or seek support
• Maintain a positive, high-energy presence that motivates clients and colleagues, focusing on solutions over complaints
• Build authentic relationships with stakeholders ranging from end-users to C-suite executives, both in person and virtually
• Demonstrate exceptional verbal and written communication skills with high emotional intelligence and executive presence
• Learn technical features of SaaS products quickly and apply them to client success strategies
• Navigate complex, regulated industries such as legal services or professional services software with confidence

🎯 Requirements

• 1–3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV)
• Proven ability to independently manage a portfolio of 15–25 accounts with varying health scores and engagement levels and a track record of achieving high GRR and NRR goals
• Experience negotiating renewals and expansion deals, with comfort discussing pricing, contract terms, and ROI
• Background in legal, legal tech, professional services software, or highly regulated industries is a strong plus
• Proficiency with CRM tools (HubSpot preferred)
• Comfortable with SaaS products and ability to learn technical features quickly

🏖️ Benefits

• Opportunity to work with world-renowned law firms and shape the future of legal technology
• Hybrid work model with three days per week in-office in London
• High ownership and autonomy in a scaling startup with minimal bureaucracy
• Collaborative, creative, and humorous culture that values action and initiative
• Direct influence on product roadmap through customer feedback
• Career growth alongside a top-quartile SaaS company with ambitious global goals

Skills & Technologies

Hybrid

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Jigsaw LLC

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About Jigsaw LLC

Jigsaw LLC is a data-services company headquartered in San Mateo, California. Launched in 2003, it built a crowdsourced database of business contacts and was acquired by Salesforce in 2010, becoming the foundation for Data.com. After the Data.com sunset in 2019, the Jigsaw brand was re-established as an independent entity focused on providing accurate, continuously refreshed B2B contact and company information to sales, marketing and recruiting teams through APIs and web applications.

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