Customer Success Manager

About the role

We’re Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses all over the globe. Our mission is simple, to get entire businesses working faster and smarter with contracts. We’re a growing team making big things happen out of HQs in Manchester, UK, Boston and San Diego, US and we’re not stopping! Following our recent $50 Million Series B investment we’re looking for forward-thinkers, innovators and problem solvers to join our dynamic team as we enter our next growth phase.

Role Responsibilities

• Expanding Customer Use Cases – Proactively identify and drive new use cases within the assigned customer base to maximise the impact of Summize and ensure deeper product adoption.
• Increasing ARR Value – Identify and execute strategies to grow the ARR of your accounts through expansion, upsell, and cross-sell opportunities.
• Driving Adoption & Value – Ensure customers achieve their desired outcomes by aligning Summize’s capabilities with their business needs, providing tailored guidance, and promoting best practices.
• Conducting Success Reviews – Regularly engage customers in success reviews to assess adoption, track key performance indicators, and proactively mitigate churn risks.
• Showcasing ROI of Summize – Demonstrate the tangible value of Summize through data-driven insights, case studies, and ROI analysis to reinforce customer investment and drive renewals.
• Customer Advocacy & Engagement – Build strong relationships, act as the voice of the customer within Summize, and encourage participation in Summize-led events such as webinars & case studies.
• Retention & Customer Health Monitoring – Measure customer sentiment through NPS, and Voice of Customer (VoC) forums, ensuring a proactive approach to risk mitigation and value reinforcement.
• Centralised Customer Coordination – Act as the main point of contact between the customer and internal teams, ensuring a seamless and consistent experience across all touchpoints.
• Best Practice Sharing & Enablement – Provide ongoing education through success materials, workshops, and enablement sessions to ensure customers maximise the value of Summize.

What we’re looking for

• Proven previous experience in a Customer Success role with commercial KPIs such as upsell or growth targets.
• Previous experience in B2B, SaaS or Tech.
• Solid understanding of complex business concepts and processes.
• Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services.
• Excellent verbal/written communication and presentation skills.
• Ability to work both independently and within a team environment, with focus and high attention to detail.

What we offer

• Competitive base salary + uncapped commission / performance bonus
• 26 days’ vacation plus flexible public holidays (increasing by one day per year of service, up to 30 days)
• Private healthcare and dental coverage
• Employee Retirement Plan (401k) with matching
• Group Life Insurance benefit
• Access to discounts on travel, electronics, fashion, fitness, and more
• Rich learning and development opportunities supported through our Growth Mindset Fund
• Seaport-based offices with fantastic perks, including a fully stocked fridge, soft drinks, and complimentary breakfast and snacks
• Work from anywhere after one year of employment
• Employee share option scheme
• Regular social activities and events
• The opportunity to be part of one of Boston’s most exciting legal tech scale-ups

Yearly salary

$90,000 - $110,000

Employment type

Full-time