Senior Customer Success Manager

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Novum Global is a global specialist in the legal sector, connecting legal tech businesses, law firms, and candidates with opportunities for growth. Trusted by 130+ businesses, law firms, and thousands of candidates, Novum Global delivers exceptional consulting, talent acquisition, and tailored advisory services in sales, marketing, and HR. Focused on driving growth at personal and corporate levels, Novum Global empowers clients with the tools and expertise needed to stay ahead in the legal industry.

As a Senior Customer Success Manager, you'll play a pivotal role in ensuring the long-term success and satisfaction of our clients. You will work closely with our most strategic customers-global law firms and corporate legal departments-to drive adoption, maximise value, and act as the trusted advisor and voice of the customer.

- Customer Relationship Management: Serve as the primary point of contact for a portfolio of high-value customers, building deep relationships and ensuring continued satisfaction and success.

- Adoption & Engagement: Drive product adoption by delivering onboarding, training, and tailored enablement programs.

- Strategic Account Planning: Collaborate with Sales and Product teams to identify upsell opportunities, mitigate risks, and ensure renewal success.

- Advocacy & Feedback Loop: Champion your customers' needs internally, contributing to the product roadmap and prioritisation based on user feedback and trends.

- Data-Driven Insights: Use data to monitor account health, identify early warning signals, and proactively address challenges.

- Thought Leadership: Act as a trusted advisor to clients by sharing best practices, industry trends, and product innovation.

- Team Mentorship: Support junior team members and help define scalable processes as the Customer Success function grows.

- 5+ years of experience in Customer Success, Account Management, or a related client-facing role in SaaS.

- Experience working with legal technology or selling into legal teams/law firms is highly desirable.

- A consultative approach and proven ability to navigate complex enterprise environments.

- Excellent communication, presentation, and interpersonal skills.

- Strong analytical mindset with the ability to interpret data and deliver actionable insights.

- A natural relationship-builder with a genuine passion for customer success and product excellence.

- Be part of a mission-driven company redefining the future of legal work.

- Collaborate with a world-class team passionate about innovation and impact.

- Enjoy a flexible work environment and generous benefits.

- Work with some of the most respected law firms and legal professionals globally.