Client Success Manager

About the Opportunity

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

This is a structural intelligence platform; a new category of technology that transforms how legal, professional services firms and alternative finance funds master complexity. The organization's clients work with structures that span multiple entities, jurisdictions, and counterparties: transaction structures, group arrangements, fund configurations, reorganization plans.

Those structures hold the intelligence that drives decisions, governs capital flows, and determines outcomes. Yet most of that intelligence is trapped. Static diagrams that are out of date before the ink is dry. Spreadsheets that capture data but not relationships. Documents scattered across matters and inboxes, with no single source of truth. The result: decisions made without complete visibility, risks that aren’t seen until too late, and structural complexity that becomes a brake rather than an asset.

This role changes that. It provides professionals with a living, connected model of the structures they work with - something they can Map, Model, and Move. Understand how everything fits together. Test how it responds to change before a decision is locked in. Communicate it with clarity and conviction to clients, investors, and regulators. Clients don’t just see their structures, they master them.

This is not a diagramming tool. It’s not a spreadsheet. It’s structural intelligence: visualize data, unlock insights, act - in one interface.

The Role

The company is hiring for a Client Success Manager to join the team. The CSM role exists to deliver what the product promises: mastery over complexity. That means taking customers from their first interaction with the platform through to the point where the product is genuinely embedded in how they work; not a tool used occasionally, but the way they Map, Model, and Move on deals and matters.

The individual will manage a portfolio of enterprise accounts across the North American customer base - primarily law firms, PE funds, and accountancy/tax practices - from pre-sales pilots through to onboarding, expansion and renewal. The role involves co-owning the client relationship across its full lifecycle, together with the Account Executive assigned to each client.

This isn’t a reactive role. The company doesn’t wait for clients to tell them something isn’t working. Adoption signals are tracked, live health scores are maintained, and intervention occurs early, which means comfort is needed in reading data, drawing conclusions from it, and acting without being asked to.

The role will also be involved pre-sale: for complex pilots and structured evaluations, the individual will work alongside the Revenue team, contributing the CS perspective on onboarding risk and helping shape what success looks like before the contract is signed.

The CS function has implemented a clear and structured operational framework, a set of handbook-documented standards, and the tooling to support them, but there’s also real scope to contribute to how things evolve. If the desire is to inherit a fully codified playbook and execute it, this probably isn’t the right environment. If the desire is to operate within a structured framework while also helping to improve it, it is.

What you'll be doing:

• Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed
• Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work
• Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion.
• Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.

Required Qualifications

Domain experience is a must. Clients are experts in their respective fields. They'll know immediately whether you understand their world. The background that fits best is someone who has received training from or worked within professional services – accountancy/tax, law, restructuring, M&A advisory or alternative finance - and then moved into a client-facing SaaS or technology role. The individual should be able to discuss deal structures and transaction flows without needing them explained.

Skills and experience

• Essential:
  • 3+ years in enterprise CS/account management in B2B SaaS/professional services tech
  • A passion for creating and iterating on strategy and executing against a plan
  • Track record managing renewals and expansion
  • Comfortable managing senior stakeholders, not just operational contacts
  • Experience with typical CS tooling: HubSpot, Planhat, Gainsight, ChurnZero, or equivalent
  • Strong written communication skills: a significant amount of the role is written communication
• Desirable:
  • Legal, Accounting or Finance qualifications or prior experience working in these industries
  • Understanding of the broader culture of compliance governing how firms adopt digital tools
  • Ideas for how AI technology can be used to accelerate the CS workflow and drive client experience.
  • Experience contributing to a CS function being built, not just inheriting a mature one

What success looks like

• By month 3: Real relationships have been built with clients — they see the individual as part of their team and trust their judgment. Each client has a documented first-value milestone. The individual understands their world well enough to have a credible view on where the product fits into it, and health scores reflect the strength of those relationships, not just product adoption metrics.
• By month 6: Clients feel secure and well managed. QBRs, check-ins, and escalation paths all run through a rhythm that clients find reassuring rather than administrative — they know what's coming, and nothing falls through the cracks. At least one client is willing to advocate for the company, and this has been used to support other pre-sales pilots, showing prospects what that experience looks like from the inside.
• By month 12: Renewals are going through smoothly, because the relationship and the value were never in doubt. Expansion conversations succeed because genuine client need is being seen and the value case is being worked through collaboratively. There is a sharp view of how the go-to-market system works from the client's perspective, and active shaping of how it is improved.

Additional Information

• Competitive salary and performance-based bonus.
• Generous PTO policy – 25 days is standard for the global team
• Healthcare (medical, dental, vision)
• 401(K)
• Flexible working – a combination of remote work, and business travel
• Learning & Development budget
• Opportunity to join a dynamic, early-stage startup in its mission to transform how legal, professional services firms and alternative finance funds master complexity
• High impact work that really matters – success in this role will drive the company forward and have an outsized impact on its business and clients

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.

Key skills/competency

• Client Success Management
• Account Management
• B2B SaaS
• Professional Services Technology
• Enterprise Accounts
• Customer Onboarding
• Client Relationship Management
• Renewal Management
• Salesforce/HubSpot/Gainsight
• Stakeholder Management