Customer Success Manager – London, England
Who We Are
Kira Systems is a fast-growing software startup that uses artificial intelligence to help professionals uncover relevant information from contracts and other documents. Our software, Kira, helps make contract review faster and more accurate. Kira makes powerful machine learning accessible to everyone through an intuitive user interface that features real-time collaboration and flexible project management for lawyers and other professionals to search and find clauses and issues in their documents. Kira was trusted and used on corporate transactions worth over $100 billion in 2015, and was a finalist for Legaltech News 2015 “New Product of the Year.” Our customers include some of the world’s largest corporations, law firms, and professional service firms.
As a customer success manager, you will help organisations get the most out of Kira. You will need to understand your customers’ goals, ensure they achieve them, and take an expert consultative approach to establishing long-term customer relationships. It is your responsibility to effectively onboard new accounts onto Kira, drive a high level of customer satisfaction, and then continually expand adoption within each account.
You will ensure that everyone in the customer organisation who can benefit from Kira is not only made aware of the software but is getting the best possible value from us. This will entail constantly identifying new user groups that present opportunities for adoption. You will be the customers’ trusted partner by ensuring they are getting all the support and training they need to be successful, and you will act as the voice of your customers internally at Kira Systems.
In this endeavor, you must love working with customers and thrive on seeing them succeed. You also will be working closely with the Kira Systems sales, support, operations, and product teams. Your compensation will include a base salary as well as a variable component that increases the more Kira is adopted by customer organisations.
Drive usage and achieve adoption and retention targets for an assigned customer base.
Work with customers to design onboarding and training plans, and ensure that an effective plan is in place with every customer.
Maintain a deep understanding of the product and ensure customers are using the software to its fullest.
Solve problems as they arise, working with the customer and the rest of the Kira Systems team.
Work closely with the sales team to ensure customers realise the full value of their relationships with us.
Monitor accounts for opportunities to expand usage and adoption of Kira, seize those opportunities as they arise, and identify revenue growth opportunities.
Lead meetings and training sessions with customers and users, both in person and remotely via web meetings.
Other duties as required. These might include: representing the company at conferences and events, writing marketing copy, and more
Undergraduate degree or equivalent in a relevant field. A law degree may be helpful but is not required.
Strong experience in customer success, sales or account management.
Strong experience working with corporate legal departments and/or law firms.
Experience with e-discovery, document review, due diligence, document management, knowledge management, and/or contract management system implementation. Legal practice experience is a plus.
Strong communication, listening, presentation, and negotiation skills.
Familiarity with CRM and support software systems.
Be comfortable with technology and curious to learn more.
Have high standards of integrity and trust that our customers and the Kira Systems team demands.
Be self-motivated and able to manage projects successful without oversight.
Occasional travel required (domestic and international).
London, England, UK
Make sure you include:
a resume or LinkedIn profile,
a cover note explaining why you would be a good addition to our team, and
your compensation expectations.
Kira Systems welcomes diverse candidates.