Customer Success Operations Manager Jobs in Needham, MA

We're Summize, an ambitious legal tech scale-up based in the US and UK, working with businesses all over the globe. Our mission is simple, to get entire businesses working faster and smarter with contracts. We're a growing team making big things happen out of HQs in Manchester, UK, Boston and San Diego, US and we're not stopping! Following our recent $50 Million Series B investment we're looking for forward-thinkers, innovators and problem solvers to join our dynamic team as we enter our next growth phase.

At Summize, we believe that customer success is not just a function, but a mindset. We are passionate about helping our customers achieve their goals and grow with us. We are looking for a Customer Success Manager who can deliver value and nurture customers through their journey with our product. Customer Success is critical to the short and long-term goals of Summize, we are successful when our customers achieve value from both our solutions and our services. Due to our recent growth, we are looking for a Customer Success Manager who can drive customer loyalty, deliver value and empower customers to achieve their goals with Summize.

As a Customer Success Manager at Summize, you will play a vital role in ensuring the satisfaction, retention and growth of our customers. You will be responsible for delivering value and nurturing customers through their journey with our innovative solution.

• Expanding Customer Use Cases – Proactively identify and drive new use cases within the assigned customer base to maximise the impact of Summize and ensure deeper product adoption.
• Increasing ARR Value – Identify and execute strategies to grow the ARR of your accounts through expansion, upsell, and cross-sell opportunities.
• Driving Adoption & Value – Ensure customers achieve their desired outcomes by aligning Summize's capabilities with their business needs, providing tailored guidance, and promoting best practices.
• Conducting Success Reviews – Regularly engage customers in success reviews to assess adoption, track key performance indicators, and proactively mitigate churn risks.
• Showcasing ROI of Summize – Demonstrate the tangible value of Summize through data-driven insights, case studies, and ROI analysis to reinforce customer investment and drive renewals.
• Customer Advocacy & Engagement – Build strong relationships, act as the voice of the customer within Summize, and encourage participation in Summize led events such as webinars & case studies.
• Retention & Customer Health Monitoring – Measure customer sentiment through NPS, and Voice of Customer (VoC) forums, ensuring a proactive approach to risk mitigation and value reinforcement.
• Centralised Customer Coordination – Act as the main point of contact between the customer and internal teams, ensuring a seamless and consistent experience across all touchpoints.
• Best Practice Sharing & Enablement – Provide ongoing education through success materials, workshops, and enablement sessions to ensure customers maximise the value of Summize.

• Proven previous experience in a Customer Success role with commercial KPIs such as upsell or growth targets.
• Previous experience in B2B, SaaS or Tech.
• Solid understanding of complex business concepts and processes.
• Ability to present high-level information such as commercial forecasts and customer strategies, as well as detailed demonstrations of products & services.
• Excellent verbal/written communication and presentation skills.
• Ability to work both independently and within a team environment, with focus and high attention to detail.

• Competitive base salary + uncapped commission / performance bonus
• 26 days' vacation plus flexible public holidays (increasing by one day per year of service, up to 30 days)
• Private healthcare and dental coverage
• Employee Retirement Plan (401k) with matching
• Group Life Insurance benefit
• Access to discounts on travel, electronics, fashion, fitness, and more
• Rich learning and development opportunities supported through our Growth Mindset Fund
• Seaport-based offices with fantastic perks, including a fully stocked fridge, soft drinks, and complimentary breakfast and snacks
• Work from anywhere after one year of employment
• Employee share option scheme
• Regular social activities and events
• The opportunity to be part of one of Boston's most exciting legal tech scale-ups

Base salary range listed represents what Summize reasonably expects to pay for this position at the time of posting. Final compensation will be determined based on a number of factors including skills, experience and location. Total compensation may also include performance-based bonus/commission, equity and a comprehensive benefits package.

We understand the value of having a diversity of identities, backgrounds and thinking within our company so we're open to hearing from applicants who don't yet tick all the boxes. If that's you, please accompany your application with a short summary explaining how you'd close the gap on the skills you don't yet have.

Looking for a role where you can really make a difference? We'd love to hear from you and tell you more about this exciting opportunity at Summize.