Customer Success Manager driving customer success and retention for complex enterprise clients using AI - powered platform. Owns strategic relationships, adoption, and value realisation across key accounts.
About the role
- Customer Success Manager optimizing client use of JUPUS, a growing Legal Tech company. Focusing on customer retention and maximizing value for law firms through strategic support.
Responsibilities
- You will be the primary contact for our existing clients and ensure they integrate JUPUS into their daily workflows in the best possible way.
- You identify opportunities for clients to use JUPUS more effectively and help them discover additional features and tailored solutions.
- You proactively work to prevent churn by advising clients early and offering solutions for any challenges they face.
- You conduct strategic conversations to maximize the individual value JUPUS delivers to each law firm.
- You analyze customer behavior and the Health Score to develop data-driven measures for retention and expansion.
- You collaborate closely with the product, sales, and support teams to channel customer feedback into the ongoing development of JUPUS.
- You conduct targeted win-back conversations with clients who have already cancelled and actively work on their reacquisition.
Requirements
- Excellent customer communication: You are empathetic, persuasive, and skilled at building long-term relationships.
- Sales aptitude: You can demonstrate value, identify upsell opportunities, and proactively pursue them.
- Experience in Customer Growth, Retention & Expansion: You have 1–2 years in a comparable role and bring valuable experience.
- Strategic thinking: You understand client needs, recognize patterns, and develop sustainable solutions for long-term usage.
- Initiative & ownership: You take action, independently find solutions, and actively drive results.
- Data-driven approach: You use analytics and KPIs to make informed decisions for customer strategy.
- Startup mentality: You thrive in a dynamic environment, have a hands-on mindset, and want to make a real impact.
- German at C2 level, both written and spoken; good English is a plus.
Benefits
- Grow with us: We offer numerous opportunities for development and the chance to help reimagine one of the world’s oldest industries.
- Dynamic startup culture: Work in a motivated and supportive team where colleagues help each other.
- Flexibility: Home office and flexible working hours are part of our standard offering.
- Modern equipment: A current MacBook will be provided.
- Stay fit: We cover your Urban Sports Club membership.
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