Enterprise Customer Success Lead

About the role

This role is based in and around New York City. This is due to the need to travel easily to customers on a regular basis.

At Definely, the success of our business is inherently intertwined with the success of our customers.

As an Enterprise Customer Success Manager, the primary purpose of your role is to:

• proactively ensure that our customers achieve their desired outcomes whilst using our products; and

• increase customer satisfaction, adoption and engagement with Definely’s suite of products.

Key Responsibilities:

• Manage and grow a portfolio of Enterprise customers.

• Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customer’s overall experience.

• Keep track of customer churn and customer satisfaction and identify ways to improve the customer experience.

• Collaborate with our customers to ensure that our product is launched effectively into their business.

• Become a Definely product expert and educate the customer and end-users about the power and benefits of our product

• Deliver training sessions and workshops to ensure product adoption and retention of end users

• Be the voice of the customer and feed this back to Definely

• Drive customer growth and retention by developing best practices to ensure ongoing success.

• Manage the renewal process including expansion opportunities within your portfolio

What You Bring:

• 5+ years experience in Customer Success, Relationship Management, or similar role working with Enterprise customers (>1000 users) within a B2B SaaS business.

• Consistent track record of handling portfolios of 20-40 Enterprise accounts.

• Solid experience in legal tech. You understand the unique needs of law firms and legal teams and have a proven track record of identifying growth and upsell opportunities within your client portfolio

• Enthusiastic and hungry to join a rapidly growing tech startup, help shape the Customer Success function and share ideas across the business to help drive growth.

• Experience building and maintaining relationships whilst working to mitigate churn, drive adoption and renewals

• Comfortable in a startup environment, we wear many hats and move quickly.

• Analytical Rigour (if you cannot measure it, you cannot improve it): Data-driven approach to identifying and solving problems, comfortable presenting and visualising data.

• Excellent interpersonal skills: the ability to build strong relationships and rapport with existing customers.

• Authentic, confident and articulate, with excellent communication and presentation skills and the ability to deliver ideas clearly and concisely to internal and external stakeholders at all levels of seniority.

What we can offer you:

• Competitive Salary – We offer a highly competitive salary that reflects your skills, experience, and contributions.

• Impact & Growth – Join a fast-growing startup where your ideas matter; experiment, innovate, and see your work come to life.

• High-Performance Culture – Work in a truly meritocratic environment alongside ambitious, driven professionals who push each other to excel.

• Prestigious Partnerships – Collaborate with some of the world’s top law firms, financial institutions, and multinational corporations.

• Ongoing Learning & Development – Access top-tier training, mentorship, and continuous support to advance your career.

• Pension Plan – Secure your future with our competitive 401k pension scheme.

• Private Healthcare - Access to private healthcare, including dental and optical.

• Flexible Working – Work in a way that suits your lifestyle, with the freedom to balance professional and personal priorities.

• Top-Quality Equipment – Get the tools you need to perform at your best, from cutting-edge tech to ergonomic office setups.

• Travel (both domestic and international) may be required.

About Definely

At Definely, we’re on a mission to simplify the way legal professionals access and understand complex information in legal documents. Trusted by a global community of customers, our LegalTech solutions integrate seamlessly into lawyers' daily workflows, making it easier to draft, review and navigate even the most complex contracts.

Our products provide instant access to essential information, enabling legal teams to review clauses and provisions in context, reduce risk and work more efficiently – all without disrupting their flow. At Definely, we’re dedicated to solving real challenges faced by legal professionals.

Joining Definely means becoming part of a forward-thinking, collaborative team that prioritises innovation and people. We create a supportive environment driven by a shared commitment to connection, growth and success.

Recognised in the top 25 of Deloitte's prestigious UK Technology Fast50 in 2023 and backed by Microsoft, Google and Octopus Ventures, we’re trusted by leading law firms and in-house legal teams, including A&O Shearman, Dentons, Deloitte, and Barclays, to streamline their workflows and mitigate risks.

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Data Privacy Notice

‍By submitting your application, you agree that DEFEYENE LEGAL SOLUTIONS LIMITED ('Definely') may collect, process, and store your personal data as part of our recruitment process. We will use the information you provide to assess your qualifications for the role you are applying for and to communicate with you regarding your application.Your personal data will be stored for up to 12 months, after which it will be securely deleted unless we have another lawful basis to retain it. You have the right to access, correct, or request the deletion of your data at any time.For more details on how we handle your personal data and your rights, please send us an email to [email protected] and we will send your our privacy policy.

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If you have any concerns about how your data is being processed, please do not hesitate to contact us.