We're Summize, the power behind every great legal team. Our contract intelligence system helps businesses everywhere work faster and smarter with their contracts, and we're only just getting started. With a $50 million Series B behind us and HQs in Manchester UK, Boston and San Diego, we're growing fast. We're looking for curious, driven problem solvers to help shape what comes next - so if that sounds like you, we'd love to hear from you. The Role At Summize, customer success means adoption. Our customers succeed when Summize becomes part of how their legal and commercial teams work every day, and that's what you'll make happen. As a Senior Customer Success Manager, you'll be the product expert for a portfolio of customers from go-live onwards. You'll know the platform inside out, from workflows and AI features to integrations and reporting. You'll use usage data to spot where adoption is strong and where it's stalling, then roll up your sleeves to fix it: reconfiguring workflows, running hands-on training, and bringing in Legal Engineering or Support when needed. When adoption grows, renewals and expansion follow. If you're technically curious, love getting into the detail of how a product is really used, and can turn that into value your customers can see, we'd love to hear from you. Role Responsibilities
- Platform Expertise – Become an expert in Summize, including contract workflows, AI review and extraction, templates, reporting and integrations, so you can advise customers with authority.
- Adoption Planning – Build an adoption plan for each customer, with clear usage goals by team and use case, and track progress against it.
- Usage Analytics – Use Pendo and HubSpot data to measure adoption, spot drop-offs and under-used features, and act before they become renewal risks.
- Implementation Handover – Partner with Implementation before go-live so adoption goals, admin users and success measures are agreed, and every handover starts with a clear plan.
- Hands-On Enablement – Run training sessions, admin workshops and use case deep-dives for end users and power users, and build guides, tutorials and FAQs.
- New Feature Adoption – Introduce customers to new releases and AI features, and help them roll them out across their teams.
- Value Reviews – Run regular reviews that show customers the value they're getting from Summize, backed by usage and outcome data.
- Adoption-Led Growth – Spot expansion opportunities that come from adoption, such as new teams, contract types or modules, and work with Sales and Account Management to close them.
- Voice of the Customer – Share product feedback and adoption trends with Product, and host customer forums to gather insight.
- KPIs – Own adoption, customer health and retention metrics for your portfolio, including GRR and NRR.
What we're looking for
- Around 4 years' experience as a Customer Success Manager in a B2B SaaS business, with a track record of driving product adoption and retention.
- Strong technical aptitude. You're comfortable learning a complex platform in depth, configuring workflows and settings, and explaining how features work to both users and admins.
- Experience using product analytics to drive adoption decisions. Pendo is a bonus, as are Gong, HubSpot and Teamwork.
- An understanding of SaaS integrations and how products connect with tools like Microsoft 365, Salesforce and e-signature platforms.
- A structured, hands-on approach to problem solving. You enjoy finding the root cause of an issue and seeing it through to a fix.
- Confident running training sessions, workshops and product demos, from end users to senior legal and commercial stakeholders.
- Excellent relationship building skills, with the credibility to influence how customers use Summize.
- Ability to work independently and within a team, with high attention to detail.
Nice to have
- Experience with CLM, legal tech or document automation software.
- Experience with AI-powered products and helping customers adopt new AI features.
- A product admin or solutions-type certification, or experience in an implementation or solutions consulting role.
What we offer
- 26 days' vacation plus public holidays, increasing by one day for each year of service up to 30 days.
- Private healthcare and dental coverage.
- Employee Retirement Plan (401k) with matching.
- Group life insurance.
- Rich learning and development opportunities, supported through our Growth Mindset Fund.
- Offices in excellent downtown locations, with a fully stocked fridge, breakfast and snacks.
- Work from anywhere after one year of employment.
- Employee share option scheme.
- Access to discounts on travel, electronics, fashion, fitness and more.
- Regular social activities and events.
- The opportunity to be part of one of legal tech's hottest 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.