We’re Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses all over the globe. Our mission is simple, to get entire businesses working faster and smarter with contracts. We’re a growing team making big things happen out of HQs in Manchester, UK, Boston and San Diego, US and we’re not stopping! Following our recent $50 Million Series B investment we’re looking for forward-thinkers, innovators and problem solvers to join our dynamic team as we enter our next growth phase.

The Role

At Summize, we believe that customer success is not just a function, but a mindset. We are passionate about helping our customers achieve their goals and grow with us. We are looking for a Customer Success Manager who can deliver value and nurture customers through their journey with our product. Customer Success is critical to the short and long-term goals of Summize, we are successful when our customers achieve value from both our solutions and our services. Due to our recent growth, we are looking for a Customer Success Manager who can drive customer loyalty, deliver value and empower customers to achieve their goals with Summize.

Role Responsibilities

• Expanding Customer Use Cases – Proactively identify and drive new use cases within the assigned customer base to maximise the impact of Summize and ensure deeper product adoption. 

• Increasing ARR Value – Identify and execute strategies to grow the ARR of your accounts through expansion, upsell, and cross-sell opportunities. 

• Driving Adoption & Value – Ensure customers achieve their desired outcomes by aligning Summize’s capabilities with their business needs, providing tailored guidance, and promoting best practices. 

• Conducting Success Reviews – Regularly engage customers in success reviews to assess adoption, track key performance indicators, and proactively mitigate churn risks. 

• Showcasing ROI of Summize – Demonstrate the tangible value of Summize through data-driven insights, case studies, and ROI analysis to reinforce customer investment and drive renewals. 

• Expanding Customer Use Cases – Proactively identify and drive new use cases within the assigned customer base to maximise the impact of Summize and ensure deeper product adoption. 

• Increasing ARR Value – Identify and execute strategies to grow the ARR of your accounts through expansion, upsell, and cross-sell opportunities. 

• Driving Adoption & Value – Ensure customers achieve their desired outcomes by aligning Summize’s capabilities with their business needs, providing tailored guidance, and promoting best practices. 

• Conducting Success Reviews – Regularly engage customers in success reviews to assess adoption, track key performance indicators, and proactively mitigate churn risks. 

• Showcasing ROI of Summize – Demonstrate the tangible value of Summize through data-driven insights, case studies, and ROI analysis to reinforce customer investment and drive renewals. 

• Customer Advocacy & Engagement – Build strong relationships, act as the voice of the customer within Summize, and encourage participation Summize led events such as webinars & case studies.

• Retention & Customer Health Monitoring – Measure customer sentiment through NPS, and Voice of Customer (VoC) forums, ensuring a proactive approach to risk mitigation and value reinforcement. 

• Centralised Customer Coordination – Act as the main point of contact between the customer and internal teams, ensuring a seamless and consistent experience across all touchpoints. 

• Best Practice Sharing & Enablement – Provide ongoing education through success materials, workshops, and enablement sessions to ensure customers maximise the value of Summize. 

What we’re looking for

• Proven previous experience in a Customer Success role with commercial KPIs such as upsell or growth targets.

• Previous experience in B2B, SaaS or Tech. 

• Solid understanding of complex business concepts and processes. 

• Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services.

• Excellent verbal/written communication and presentation skills.

• Ability to work both independently and within a team environment, with focus and high attention to detail.

What we offer