Customer Success Manager

Customer Success Manager, Intapp London


Intapp is a leading supplier of enterprise software solutions to the legal and professional service sectors. Our unique platform solution is used by over 750 of the world's largest PS organisations. As a SaaS-based service provider, we seek to provide a first-class customer experience. Central to this is our Customer Success team. This is a role for a Customer Success Manager ( CSM) to join our team working from our offices in London, supporting our EMEA customer base.

The work of Intapp’s Customer Success team is a crucial part of ensuring our client satisfaction. Understanding and maintaining excellent relationships with our customers underpins everything we do.  We are looking to hire a Customer Success Director to work with a number of our key clients within the EMEA region. 

The Customer Success Manager plays a key role in the success of Intapp’s large account customers.  The CSM is involved in all aspects of the client lifecycle – post signature – fulfilling the charter for account management through the following activities:

  • Developing effective working relationships with key stakeholders
  • Having a clear understanding of customer business strategy including operational objectives
  • Conducting EBRs to build both-ways awareness of strategy and Intapp’s ability to support customer needs
  • Understanding customer disposition to Intapp and our solutions and providing visibility and feedback to all teams at Intapp
  • Ensure customer achieves ongoing success with Intapp solutions
  • Support customers in escalation situations by acting as coordinator and advocate
  • Collaborate with the sales organization to ensure customer needs are well understood

Skills and Knowledge

  • Strong experience in account management or equivalent roles – ideally in both sales and general customer relationship roles
  • Experience working in a SaaS/subscription-based software business managing renewals
  • Proven success at managing virtual, cross-functional teams to address customer needs
  • Proven ability to work with customers at stakeholder level
  • Experience in the enterprise software industry
  • Data-driven and analytical in approach
  • Ability to learn, understand and articulate the business use cases for Intapp solutions
  • Enjoyment building relationships and working with professional services firm customers

The company offers competitive salaries and benefits as well as ongoing training and excellent career progressing opportunities.