Customer Success Manager/Strategic Account Manager We're hiring Customer Success Managers and Strategic Account Managers across the UK and US our offices: 📍 Manchester, UK — our founding HQ in the heart of the city centre 📍 Boston, MA — our US East Coast base 💼 Full-time · Hybrid 🚀 We hire for this role on a rolling basis! We'd love to hear from you at any time. Always-On Opportunity Great Customer Success Managers can be hard to find so when we meet one, we don't want to miss them. We keep this role open on a rolling basis because we're always interested in hearing from talented CSMs and Strategic Account Managers who are passionate about customers and want to grow with a company that's going places. Whether you're actively looking or just open to a conversation, reach out. About Summize We're an ambitious legal tech scale-up on a mission to get entire businesses working faster and smarter with contracts. With offices in Manchester (UK), Boston, and San Diego, we're growing fast and making big things happen on both sides of the Atlantic. Five years of consistent growth. A product people love. A culture built around personal development and doing great work. That's Summize. The Role As a Customer Success Manager at Summize, you'll own the post-sale relationship with a portfolio of customers ensuring they get maximum value from the platform, driving adoption, managing renewals and owning expansion and growth opportunities within those customers We're looking for individuals who are talented relationship builders and can nurture the kind of long-term partnerships that fuel sustainable growth. You'll be a trusted advisor to your customers and a critical voice internally, feeding insights back into Product, Sales, and Marketing to help us keep improving. What You'll Be Doing Owning the end-to-end customer relationship from onboarding through renewal Ownership for growing our customer accounts and working towards ambitious upsell targets Driving platform adoption and ensuring customers are realising measurable value Managing renewals and identifying expansion opportunities within your portfolio Proactively identifying at-risk accounts and developing mitigation strategies Running regular business reviews with key stakeholders Acting as the voice of the customer internally. Feeding insights to product and leadership Collaborating closely with Sales, Product, Support and more to deliver a seamless customer experience Tracking and reporting on key success metrics including NRR, GRR, adoption What We're Looking For Proven experience in a Customer Success, Account Management, or similar customer-facing role — ideally within a SaaS environment Strong understanding of the full customer lifecycle, including onboarding, adoption, renewals, and expansion A natural relationship builder with a warm, consultative style and a genuine curiosity towards your customers' challenges Commercially minded. You understand the link between customer health and revenue retention Excellent communication and stakeholder management skills, as well as being comfortable operating at senior levels Organised and data-driven. You manage your portfolio proactively, not reactively Resilient and solutions-focused you stay calm under pressure and find a way through What We Offer Competitive base salary + uncapped commission Clear and structured progression pathways 26 days holiday plus flexible bank holidays (UK) / equivalent PTO (US) Healthcare cash plan (UK) / healthcare benefits (US) Rich learning and development opportunities through our Growth Mindset Fund Hybrid working at either of our offices in Manchester or Boston Employee share option scheme Regular socials and team events The chance to be part of one of the most exciting legal tech scale-ups around Compensation 💷 Manchester - Competitive Total Package 💵 Boston - $110,000- $160,000 Total OTE Please indicate your preferred location when you apply! How to Apply This is a rolling recruitment posting we review applications on an ongoing basis and hire for this role whenever we find the right people, so there's no deadline to worry about. Hit Apply and tell us a little about yourself. We'd love to hear why Summize, why sales, and what you're looking for next.
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