Customer Success Manager

About Us:DeepJudge is Switzerland's leading AI and ICT scale-up, transforming how law firms and legal departments access and leverage their knowledge. Founded by former Google search engineers with PhDs in AI from ETH Zurich, and backed by top-tier Silicon Valley investors, we are building the intelligence layer that powers the legal industry.Every firm can license the same AI models, but no two firms share the same institutional knowledge. Decades of experience, work product, and precedent are often trapped across systems, underused and inaccessible. DeepJudge makes this expertise instantly available through world-class enterprise search and AI infrastructure, enabling firms to automate workflows, build knowledge-powered applications, and turn experience into a lasting advantage.Our technology is trusted by many of the world's leading law firms, including Freshfields, Gunderson Dettmer, Holland & Knight, Arent Fox, and Cozen O'Connor. Headquartered in Switzerland with a growing team across North America, we are expanding rapidly and shaping the future of how professional knowledge is discovered and applied.At DeepJudge, we move fast, think rigorously, and care deeply about what we build. We combine cutting-edge research with close collaboration with our clients to deliver solutions that truly make an impact. If you want to be part of a team defining how AI transforms high-stakes knowledge work, this is the place to do it.About the role:If you are passionate about delivering exceptional customer experiences and building lasting client relationships, we would love to connect with you about joining our rapidly growing team as a Customer Success Manager. You will play a key role in transforming the way large law firms leverage technology to drive efficiency and profitability.As a Customer Success Manager, you'll be the trusted partner and advocate for our clients, ensuring they receive maximum value from our software. You'll collaborate with law firms an in-house legal departments across Europe to deliver a seamless and personalized customer experience.Your responsibilities will include:Client Onboarding: Guide new clients through successful implementation and onboarding, tailoring strategies to meet their unique needs.Relationship Management: Serve as the primary point of contact for your portfolio of clients, fostering strong, long-term relationships.Project & Stakeholder Management: Coordinate cross-functional projects and manage stakeholder expectations to ensure smooth execution and client success.Presentations & Training: Lead engaging training sessions and business reviews with senior professionals.Issue Resolution: Proactively address client concerns and resolve issues with professionalism and efficiency.Insights & Feedback: Gather client feedback to drive continuous improvement and contribute to product development.Retention & Growth: Monitor client satisfaction, identify upsell opportunities, and ensure renewals by driving ROI for our clients.What we are looking for:Experience: 3+ years in a customer success, client-facing, or account management role, ideally in a SaaS or legal technology environment.Professionalism: Polished communication and presentation skills in both German and English, with the ability to confidently engage senior legal professionals.Legal Expertise (Nice to Have): A Juris Doctor (J.D.) or prior experience practicing law is highly preferred, demonstrating an in-depth understanding of legal workflows and client needs.Tech-Savvy: Comfortable navigating and explaining complex software, with a keen intellectual curiosity and passion for emerging technologies, including AI and Large Language Models (LLMs).Strategic & Self-Directed: A proactive and entrepreneurial mindset, with the ability to thrive in a dynamic "startup/scale-up" environment where you will help build processes rather than simply follow a pre-existing playbook.Detail-Oriented: A meticulous approach to managing tasks, timelines, and client requests.Responsive & Reliable: Ability to effectively manage a book of business and multiple clients, ensuring prompt and thoughtful communication.Global Collaboration: Ability to work effectively within our dynamic international environment which requires a degree of flexibility to accommodate regular meetings and real-time collaboration across different time zones (including the US). What you can look forward to: The opportunity to work with cutting-edge technologies in the legaltech and AI spaceThe ability to work remotely within a global company Competitive salary and incentivesOpportunities for professional growth and career advancementA supportive and collaborative company culture that values your contributionsAt DeepJudge, we believe great teams are built on diverse perspectives and experiences. We are proud to be an equal opportunity employer and are committed to fostering an inclusive, high-performance culture where everyone can thrive. We welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, disability, veteran status, or any other characteristic protected by law.If this role excites you, but you feel you don't meet every qualification, we encourage you to apply anyway and tell us why you'd be a great fit.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.