Customer Success Manager (Remote-UK)

About us: Founded by former Google search engineers with PhDs in AI from ETH Zurich, DeepJudge helps legal teams unlock and apply the knowledge inside their organizations through world-class enterprise search and AI infrastructure – enabling them to automate workflows, build knowledge-powered applications, and turn institutional knowledge into a lasting advantage. Every organization can license the same AI models, but no two organizations share the same institutional knowledge. Decades of experience, work product, and precedent are often fragmented across systems, underused, and inaccessible. DeepJudge makes this expertise instantly available and actionable – helping legal teams find the right information faster, surface relevant knowledge, and apply it where it matters most. Our platform is trusted by many of the world’s leading law firms and legal teams, including Holland & Knight, Gunderson Dettmer, Cozen O’Connor, ArentFox Schiff, CMS Switzerland, Schoenherr, and others. Headquartered in Switzerland with a growing team across North America and Europe, DeepJudge is shaping the future of how professional knowledge is discovered and applied. At DeepJudge, we move with urgency, think rigorously, and work closely with our clients to build products that solve meaningful problems. If you want to help define how AI transforms professional knowledge work, we’d love to hear from you. About the role: At DeepJudge, we move fast, think rigorously, and care deeply about what we build. We combine cutting-edge research with close collaboration with our clients to deliver solutions that truly make an impact. If you want to be part of a team defining how AI transforms high-stakes knowledge work, this is the place to do it. If you are passionate about delivering exceptional customer experiences and building lasting client relationships, we would love to connect with you about joining our rapidly growing team as a Customer Success Manager. You will play a key role in transforming the way large law firms leverage technology to drive efficiency and profitability. This position will be supporting our UK Magic Circle customers. Your responsibilities will include: - Client Onboarding: Guide new clients through successful technical implementation and onboarding, tailoring strategies to meet their unique needs. - Relationship Management: Serve as the primary point of contact for your portfolio of clients, fostering strong, long-term relationships. - Project & Stakeholder Management: Coordinate cross-functional projects and manage stakeholder expectations to ensure smooth execution and client success. - Presentations & Training: Lead engaging training sessions and business reviews with senior professionals. - Issue Resolution: Proactively address client concerns and resolve issues with professionalism and efficiency. - Insights & Feedback: Gather client feedback to drive continuous improvement and contribute to product development. - Retention & Growth: Monitor client satisfaction, identify upsell opportunities, and ensure renewals by driving ROI for our clients. You're a great fit if you: - Strategic & Self-Directed: A proactive and entrepreneurial mindset, with the ability to thrive in a dynamic "start-up/scale-up" environment where you will help build processes rather than simply follow a pre-existing playbook. - Experience: 5+ years in a customer success, client-facing, or account management role, ideally in a SaaS or legal technology environment. - Professionalism: Polished communication and presentation skills, with the ability to confidently engage senior legal professionals. - Legal Expertise (Nice to Have): A law degree or prior experience practising law is highly preferred, demonstrating an in-depth understanding of legal workflows and client needs. - Tech-Savvy: Comfortable navigating and explaining complex software, with a keen intellectual curiosity and passion for emerging technologies, including AI and Large Language Models (LLMs). - Detail-Oriented: A meticulous approach to managing tasks, timelines, and client requests. - Responsive & Reliable: Ability to effectively manage a book of business and multiple clients, ensuring prompt and thoughtful communication. - Global Collaboration: Ability to work effectively within our dynamic international environment, which requires a degree of flexibility to accommodate regular meetings and real-time collaboration across different time zones (including Europe). What you can look forward to: - The opportunity to work with cutting-edge technologies in the LegalTech and AI space - Being the first CSM on the ground in London - The ability to work remotely within a global company - Competitive salary and incentives - A supportive and collaborative company culture that values your contributions At DeepJudge, we believe great teams are built on diverse perspectives and experiences. We are proud to be an equal opportunity employer and are committed to fostering an inclusive, high-performance culture where everyone can thrive. We welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, disability, veteran status, or any other characteristic protected by law. If this role excites you, but you feel you don’t meet every qualification, we encourage you to apply anyway and tell us why you’d be a great fit.