Scaled Customer Success Manager, EMEA

About This Opportunity

We are representing a confidential legal technology organization that is redefining how professional services leverage AI. Our talent team is seeking a Scaled Customer Success Manager to join their EMEA operation based in London. This is a commercial Customer Success role focused on driving retention, renewal, and expansion across a high-volume portfolio of enterprise accounts.

You will own the full lifecycle for your book of business, combining consultative engagement with data-driven renewals execution to maximize net revenue retention. This is a rare opportunity to shape a growing function at the intersection of AI innovation and strategic customer value delivery.

Responsibilities

• Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement
• Lead scaled customer engagement including QBRs, value reviews, and enablement sessions to maximize product adoption and demonstrate ongoing ROI
• Monitor customer health using data and analytics, identifying churn signals early and executing structured intervention plans to protect and grow revenue
• Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating AI solutions into their workflows
• Collaborate cross-functionally with engineering, product, and sales teams to relay customer insights, influence the product roadmap, and align on shared goals
• Build and refine scalable playbooks and processes that elevate the team's approach to customer engagement, renewals, and expansion

What We're Looking For

• 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting
• Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets
• Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts
• Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews
• Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy
• Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, high-growth environment

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screen to understand your background and fit for this role. If there is strong alignment, we will submit your profile to our client for consideration. Please do not contact the client directly, as all applications must be coordinated through Get A Job.ai to be considered.

Pay

Compensation details will be discussed during the screening process and are competitive with the London market for this level of Customer Success role.

Equal Opportunity
Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair and equitable treatment throughout the recruitment process.