Customer Success Manager

About Us

Jigsaw is dedicated to transforming how professional services and financial institutions operate. We specialize in helping clients organize, visualize, and utilize their data, much like design tools such as Figma or Canva, but tailored for the 'City'. Our clients include major consultancies, leading financial institutions, and top law firms. Founded by Stephen and Travis, Jigsaw has grown significantly since its acquisition by a US private equity firm, becoming a billion-dollar company and a global brand in professional service firms. Today, Jigsaw serves thousands of users from over two hundred businesses worldwide, all using our products daily. We are now expanding and seeking talented individuals to join our team.

About The Role

As a Customer Success Manager at Jigsaw, you will serve as a trusted advisor for law firms across the Americas, driving adoption and business value from our legal technology solutions. You will manage a portfolio of accounts representing approximately $1M in ARR, covering the entire post-sale customer lifecycle from onboarding through renewal and expansion. This role involves working closely with world-renowned law firms, integrating with their operations, and helping them transform their work processes. Success will be measured by retention, expansion revenue, customer satisfaction, and your ability to turn clients into advocates. This is a hybrid role, requiring three days a week in-office in NYC.

• Customer Lifecycle Ownership
• Serve as the primary point of contact and trusted advisor for a book of 15-25 law firm clients, owning their success and revenue outcomes
• Develop deep understanding of each client's business objectives, workflows, and success metrics to align Jigsaw's value to their strategic priorities
• Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot
• Proactively monitor customer health signals (usage analytics, engagement patterns, support trends) to identify at-risk accounts before renewal and develop and execute risk mitigation strategies
• Lead renewal negotiations, structuring agreements that reflect delivered value and set foundation 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) that demonstrate ROI and deepen executive relationships

• Product Adoption & Enablement
• Deliver high-impact training sessions, workshops, and demos for end-users, champions, and train-the-trainer programs
• Identify and cultivate champions within client organizations who can drive internal adoption and advocacy
• Create success stories, case studies, and reference opportunities with your most engaged clients

• Collaboration & Voice of Customer
• Partner closely with Sales (hand-offs, upsells), Product (feature requests, roadmap influence), and Product Success (escalations, technical issues) to ensure seamless customer experience
• Advocate for customer needs internally, translating feedback into actionable insights for product and go-to-market teams
• Contribute to CS playbooks, best practices, and processes as we scale the function

Requirements

• 1-3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV)
• A 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
• A background in legal, legal tech, professional services software, or highly regulated industries is a strong plus
• Proficiency with CRM tools (Hubspot preferred)

Skills

• Exceptional verbal and written communication skills with high emotional intelligence and executive presence, in person and virtually
• A positive, high-energy presence that puts customers and colleagues at ease
• The ability to thrive in ambiguity and build the plane while flying it
• To take ownership of your book of business, but know when to collaborate, escalate, or ask for help

Pay

$86K - $94K