Customer Success Manager


customer-success London | Full-Time

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About us:

Apperio is a VC-backed, SaaS platform to intelligently monitor, measure and manage vital information, communication and activity between GCs and their law firms.

We started Apperio because we believe the business of law deserves a better deal.

Our Founder and CEO, Nicholas d’Adhemar, spent six years working as a lawyer and three years client-side in private equity and experienced first-hand the unnecessary conflict, confusion and cost that often accompanied deals.

We know this experience is all too common but we don’t think it has to be this way. And that’s why we started Apperio.

Our mission is to become an essential part of every lawyer’s everyday work and set new standards of accessibility, accountability and accuracy around legal spend information.

That way, we can free both General Counsels and their law firms from the grind so they can focus on their goals: deepening relationships, developing trust and driving returns.

The team:

We have grown from 2 people in January 2016 to 18 today. We are looking to add another 100 corporates customers in the next year and we\ should be integrated with 85% of major law firms in the same time frame.

We’re growing quickly and looking to bring on a talented Customer Success Manager to quickly and smoothly onboard new customers, as well as helping them achieve their goals through our product bringing transparency to the business of law.

We all work in one office together. It's a supportive and energetic environment and people regularly host lunch and learn sessions to learn more about certain topics.

The role:

Based in the heart of London, you’ll be working as part of the Customer Success team.

The ideal candidate is passionately focused on the customer, able to collaborate effectively internally and externally to get things done while providing an excellent customer experience. He/she will have a consultative mindset, and a tenacious commitment to continuous improvement.

You'll be the type of person who thrives in an early-stage environment where everybody is learning and processes are iterative, not set in stone.

Ideally, you'll have experience in a consulting or professional services environment and some exposure to the legal industry would be great but that's not essential.


  • Manages a number of parallel projects for our customers

  • Coordinates and/or manages internal and external resources, both technical and non-technical (best practice experts, subject matter experts, engineers, product managers)

  • Works with customers on the definition and execution of their overall success plan

  • Sets customer expectations

  • Completes projects on time and on budget while delighting the customers

  • Identifies and advocates for new product features on behalf of the customers or the function

  • Contributes to constant improvement of onboarding practices

  • Coordinates training for the customers' staff


  • At least 2-3 years experience in a consulting/professional services position or a similar Customer Success/Account Management start-up role

  • Demonstrably 'self-starting'. A builder, not a follower

  • Excellent written and verbal communication skills

  • Coachability, interest in implementing feedback, and dedication to consistently improving your craft

  • Extreme attention to detail

  • Love of data to track and improve your own performance and that of the Customer Success function

  • Some basic SQL/data exposure would be beneficial

Why work with us?

We believe in hiring smart, creative people and giving them the responsibility and autonomy they need to have an impact and be successful.

Our mission at Apperio is to build a product that will transform the legal world, bringing simplicity and transparency to relationships, while having some fun in the process!

We walk the walk internally too - we put a lot of effort into internal communication and transparency. We work in the open. We discuss and share updates on company finances, sales pipeline, the value of the business, the roadmap and the business strategy openly with everyone because we believe people make better local decisions when they have all the information available to them.


At Apperio we respect people's personal lives. We believe people do their best work, and are most productive when they are happy. We are also a team that succeeds or fails together, and we want everyone to share in the success of the business. You can't capture culture in a list of bullet points, but here are some of the basics that we offer:

  • Salary- £40-55k based on experience, plus equity.

  • Stock options - we want everyone to have a stake in the business

  • 25 days holiday plus bank holidays

  • Pension

  • Flexible working options

  • Regular social events, team lunches and nights out

  • Free snacks, drinks (soft drinks, coffees, Friday beers) and weekly office breakfasts

  • Central office location

  • Only the best equipment - the latest MacBook Pro or MacBook and 27-inch 4K screens

  • Whatever books and learning material you need to learn and grow

Salary range £40,000 — 60,000

Subject to experience