What are the responsibilities and job description for the Customer Success Manager position at CODA Technology Services?
Our client an innovative and award-winning SaaS provider. They are looking for a customer success manager.
You'll manage a portfolio of enterprise accounts across our clients US customer base - primarily law firms, PE funds, and accountancy/tax practices - from pre-sales pilots through to onboarding, expansion and renewal. You'll co-own the client relationship across its full lifecycle, together with the Account Executive assigned to each client.
What you'll be doing:
- Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed
- Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work
- Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion
- Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE
Requirements Domain experience is a must. Our clients are experts in their respective fields. They'll know immediately whether you understand their world. The background that fits best is someone who has received training from or worked within professional services - accountancy/tax, law, restructuring, M&A advisory or alternative finance - and then moved into a client-facing SaaS or technology role. You should be able to discuss deal structures and transaction flows without needing them explained to you.
Skills And Experience Essential:
- 3 years in enterprise CS/account management in B2B SaaS/professional services tech
- A passion for creating and iterating on strategy and executing against a plan
- Track record managing renewals and expansion
- Comfortable managing senior stakeholders, not just operational contacts
Desirable
- Legal, Accounting or Finance qualifications or prior experience working in these industries
- Understanding of the broader culture of compliance governing how firms adopt digital tools
- Ideas for how AI technology can be used to accelerate the CS workflow and drive client experience
- Experience contributing to a CS function being built, not just inheriting a mature one
Salary : $100,000 - $110,000