Junior Customer Success Manager

Josef is used by lawyers and legal professionals to transform the way they deliver their services. This is no mean feat! You’ll be at the front line of this effort, helping our customers to make legal services more accessible.

This is a challenging, exciting and potentially transformative role. As a junior CSM, you will work closely with our more experienced Customer Experience and Customer Success professionals, and our COO, to learn about and drive the creation, management and implementation of Josef’s customer success strategy. This is a cross-functional role that includes contributing to, overseeing and executing:

• customer success
• customer experience
• customer support
• account management
• education and training programs
• data and analytics
• customer communications
• product communications
• product management
• user testing

In particular, you will be focusing on helping us to develop our low-touch or tech-touch customer service offering, which will enable us to scale our world-class product, support and training across a large number of smaller customers. To help with this, you should have a scale and systems mindset. 

This list is non-exhaustive. Our aim is to hire people who can grow with us. We want to build you into the best CSM you can be, while giving you exposure to lots of other areas across the business. If you want, we also want you to be able to take a leadership role in the company one day, helping us to build out a team and forge a path towards our vision.

To be successful in this role, we want you to have excellent communication, organisation and presentation skills. You should love working with customers, and get a kick out of making them successful and happy. You will collaborate with various teams at Josef, including the sales, marketing, development, product and design teams.

You’ll have:

• Ideally, some experience in SaaS customer success and/or support (if not, experience in customer service, success or support in a different industry)
• Excellent written and verbal communication skills
• Excellent organisational and project management skills
• Excellent attention to detail
• A passion for creating great customer experiences
• Experience in relationship management or account management
• An open mind and desire to bring your authentic self to work every day
• Familiarity with the law and the legal industry is desirable
• Experience in relevant fields, including process automation, service design, CX design and project management, will be beneficial

Nice to have:

• A familiarity with the law and the legal industry is desirable
• Experience in relevant fields, including process automation, service design, customer experience design and project management, will be beneficial

• Account and relationship management
• Develop and provide training and education to customers
• Advise customers on solutions, and help them to execute
• Support senior CSMs and the COO in managing customer success at Josef
• Customer communications
• Data and analytics
• Support the development of strategy, process and procedure
• Help in the development and implementation of a “tech-touch” strategy
• Input into product processes, like running user testing sessions

• Competitive market wages
• A supportive and inclusive working environment
• The chance to work with a clever, engaged and lovely team of people!
• Learning and development policy and budget
• Wellbeing policy and budget
• A flexible workplace and the ability to work from anywhere
• A work environment that is challenging, dynamic, creative and independent
• The autonomy to help us determine the future direction of the company
• Clear OKRs and goals
• Regular check-ins with the executive team to discuss your progress