Customer Success Manager

Pocketlaw is seeking a driven and proactive Customer Success Manager to join our growing commercial team. This role is perfect for someone with at least 1 year of experience in B2B customer success or a related field, who is ready to take ownership of a customer portfolio and drive measurable results. As a CSM at Pocketlaw, you will play a key role in supporting our growing customer base by building strong relationships, understanding their needs, and helping them achieve success with Pocketlaw’s platform.

Experience in the legal field will make you stand out, although it is not a requirement. A strong passion and interest in AI and latest technology is also desired.

This position reports directly to the VP Customer and offers significant opportunities for professional development within a fast-paced, expanding and exciting company.

Key Responsibilities

• Act as a trusted advisor for a portfolio of customers, driving adoption and showcasing the value of Pocketlaw’s solutions
• Take ownership of the end-to-end customer journey, including onboarding, engagement, and renewal strategy
• Identify opportunities for growth within customer accounts and collaborate with the sales team to drive upsells and expansions
• Analyze customer needs and data to proactively recommend solutions to improve their use of Pocketlaw
• Act as the customer’s advocate internally, working with product and development teams to address feedback and deliver improvements
• Monitor and report on customer engagement trends, identifying risks and creating action plans to address them

Qualifications

• +1 years of Customer Success experience in a SaaS organization
• Demonstrable success in driving retention, reducing churn, and achieving high NPS scores
• Hands-on experience managing a portfolio of customers and driving measurable outcomes
• Strong relationship-building skills, with experience engaging senior stakeholders
• Analytical and data-driven mindset, with the ability to identify trends and craft action plans
• Fluent in Swedish and English, with excellent written and verbal communication skills
• Experience in the legal field or a legal background (e.g., as a lawyer) is highly desirable, though not required

Key Competencies

• Proactive and Ownership: Takes full responsibility for driving customer outcomes and solving challenges
• Results-Oriented: Focused on achieving and exceeding sales targets.
• Team Player: Works well within a team, contributing to collective goals
• Strong Communicator: Excellent verbal and written communication skills

Location

• Stockholm office

About Pocketlaw

Pocketlaw is an AI legal tech company reimagining legal work for every team. We enable companies to centralise legal processes and automate contract management through intuitive tools, automation, and AI. Headquartered in Stockholm, with offices in London, Pocketlaw is rapidly expanding after continued revenue growth.

Join us at Pocketlaw and be a part of the future of legal tech!