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DeepJudge is an AI-powered enterprise search and knowledge management platform founded by former Google search engineers with PhDs in AI from ETH Zurich. The company helps legal teams unlock institutional knowledge, automate workflows, and build knowledge-powered applications. Trusted by leading law firms including Holland & Knight, Gunderson Dettmer, and Cozen O'Connor, DeepJudge is headquartered in Switzerland with growing teams across North America and Europe.
As Customer Success Manager, you will be the first CSM on the ground in London, supporting the company's UK Magic Circle law firm customers. You will own the full customer lifecycle for a portfolio of high-value clients, serving as their primary point of contact and strategic partner.
Key responsibilities include:
- Guiding new clients through technical implementation and onboarding, tailoring strategies to their unique needs
- Serving as primary point of contact, fostering strong long-term relationships with senior legal professionals
- Coordinating cross-functional projects and managing stakeholder expectations
- Leading training sessions and business reviews with senior professionals
- Proactively addressing client concerns and resolving issues
- Gathering client feedback to drive product improvements
- Monitoring satisfaction, identifying upsell opportunities, and ensuring renewals by demonstrating ROI
You will work in a fast-paced, entrepreneurial environment where you help build processes rather than follow a pre-existing playbook. The role requires flexibility to accommodate real-time collaboration across European time zones and beyond.
REQUIREMENTS:
- 5+ years in customer success, client-facing, or account management roles, ideally in SaaS or legal technology
- Polished communication and presentation skills; ability to confidently engage senior legal professionals
- Comfortable navigating and explaining complex software with intellectual curiosity about AI and LLMs
- Detail-oriented with meticulous approach to managing tasks, timelines, and client requests
- Responsive and reliable; ability to manage multiple clients with prompt, thoughtful communication
- Ability to work effectively in dynamic international environment with cross-timezone collaboration
- Nice to have: Law degree or prior legal practice experience demonstrating deep understanding of legal workflows
