Customer Success Manager

About Jigsaw

Jigsaw builds software that helps professional services firms and financial institutions bring structure to their data, making it easier to organize, visualize, and act on information. Its platform serves organizations such as major consultancies, large financial institutions, and leading law firms.

The company was started by two experienced founders, Stephen and Travis. This is their second business together; their first was later acquired by a US private equity firm and grew into a billion-dollar company that became widely known across professional services. Jigsaw is now advancing quickly as a Series A company, operating in the upper tier of SaaS businesses worldwide. It currently supports thousands of users across nearly 200 companies around the globe.

Jigsaw is still at an early stage of its journey and is looking for people who want to help build something ambitious. The culture favors creativity, energy, and a sense of humour over a rigid corporate style, and the team values strong ownership and action-oriented thinking.

Role Overview

As Customer Success Manager, you will act as a strategic partner to law firms across the Americas, helping them adopt Jigsaw’s legal technology and realize measurable business value. You will be responsible for a portfolio worth about $1M in ARR, covering the entire post-sale journey from onboarding through renewal and growth.

This position sits at the center of legal innovation and client partnership. You will work directly with respected law firms, support their internal operations, and help them change the way they work. Success in this role will be tied to retention, expansion, satisfaction, and turning customers into long-term advocates.

The environment is fast-moving and suited to someone who is comfortable with change, learns quickly, and enjoys working through uncertainty. It is also an opportunity to grow with a scaling startup and shape how the customer success function evolves.

Location note: This is a hybrid position based in New York City, with three in-office days each week.

Key Responsibilities

• Act as the main contact and trusted partner for a portfolio of 15 to 25 law firm accounts, taking ownership of customer outcomes and revenue performance.
• Build a clear understanding of each client’s objectives, day-to-day workflows, and success measures so Jigsaw’s value is aligned to what matters most to them.
• Keep renewal, expansion, and churn-risk forecasts accurate in HubSpot.
• Track customer health indicators such as product usage, engagement, and support trends to spot risk early and respond with mitigation plans before renewal.
• Lead renewal discussions and negotiate agreements that reflect delivered value while also creating room for expansion.
• Identify cross-sell and upsell opportunities through discovery calls and account planning.
• Run Quarterly Business Reviews and Executive Business Reviews that clearly show ROI and strengthen executive relationships.
• Deliver effective trainings, demos, workshops, and train-the-trainer sessions for end users and client champions.
• Build internal champions within customer organizations who can support adoption and advocacy.
• Develop customer success stories, case studies, and references from highly engaged accounts.
• Work closely with Sales, Product, and Product Success to ensure smooth handoffs, resolve escalations, and influence roadmap decisions.
• Represent customer needs internally and translate feedback into practical input for product and go-to-market teams.
• Help create playbooks, best practices, and scalable processes as the customer success function grows.

Requirements

• 1 to 3 years of experience in Customer Success, Account Management, or another client-facing B2B SaaS role, ideally in a setting with $50K+ ACV.
• Experience independently managing a portfolio of 15 to 25 accounts with mixed health levels and engagement patterns, along with a record of strong GRR and NRR performance.
• Comfort handling renewal and expansion negotiations, including pricing, contract terms, and ROI discussions.
• Prior exposure to legal, legal technology, professional services software, or other highly regulated industries is a strong advantage.
• Working knowledge of CRM systems, with HubSpot preferred.
• Ability to use SaaS products confidently and learn technical features quickly.
• Strong verbal and written communication skills, plus high emotional intelligence and executive presence in both in-person and virtual settings.
• Ability to build genuine relationships with people at all levels, from end users to senior executives.
• A positive, high-energy approach that helps customers and teammates feel supported and motivated.
• Comfort operating in ambiguity and building effective processes while things are still evolving.
• Strong ownership of your territory, with good judgment on when to collaborate, escalate, or ask for support.

Compensation

The salary range for this role is $77,000 to $100,000.

Work Style

Three days per week are required in the New York City office, with the rest of the week offered in a hybrid arrangement.

Additional Information

This role is designed for someone who enjoys variety, fast execution, and the chance to help shape customer success practices in a growing company. The work involves balancing client partnership, revenue ownership, product adoption, and cross-functional collaboration.