Jigsaw
About Us
At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canva but for the ’City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.
Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis, and is now on a growth trajectory that places us in the top quartile SaaS companies globally.
Why Join Us? We thrive on creativity, enthusiasm, and a touch of humour to make magic happen. We hire people with high ownership and a bias for action, then trust and empower them to do their best work.
About the Role As a Customer Success Manager at Jigsaw, you will serve as a trusted advisor for law firms across the Americas, driving adoption and business value from our legal technology solutions. You’ll own a portfolio of accounts representing approximately $1M in ARR, managing the full post‑sale customer lifecycle from onboarding through renewal and expansion. This hybrid role requires three days a week in office in either NYC or Miami.
Your Key Responsibilities
Customer Lifecycle Ownership
Serve as the primary point of contact and trusted advisor for a book of 15‑25 law firm clients
Develop deep understanding of each client’s business objectives and success metrics
Maintain accurate forecasting of renewals, expansions, and at‑risk revenue in HubSpot
Growth & Retention
Monitor customer health signals to identify at‑risk accounts and execute risk mitigation strategies
Lead renewal negotiations; structure agreements that reflect delivered value and enable expansion opportunities
Conduct strategic QBRs and EBRs to demonstrate ROI and deepen executive relationships
Product Adoption & Enablement
Deliver high‑impact training sessions, workshops, and demos for end‑users, champions, and train‑the‑trainer programs
Identify and cultivate internal champions who drive adoption and advocacy
Create success stories, case studies, and reference opportunities with engaged clients
Collaboration & Voice of Customer
Partner closely with Sales, Product, and Product Success to ensure seamless experience
Advocate for customer needs internally and translate feedback into actionable insights
Contribute to CS playbooks, best practices, and processes as we scale the function
Requirements
1‑3 years in Customer Success, Account Management, or client‑facing B2B SaaS (preferably $50K+ ACV)
Proven ability to manage 15‑25 accounts with varying health scores, delivering high GRR and NRR goals
Experience negotiating renewals and expansion deals, comfortable discussing pricing and ROIBackground in legal, legal tech, professional services software, or highly regulated industries preferred
Proficiency with CRM tools (HubSpot preferred)
Comfortable with SaaS products and ability to learn technical features quickly
Exceptional verbal and written communication skills with high emotional intelligence and executive presence
Positive, high‑energy presence that motivates customers and colleagues
Ability to thrive in ambiguity, building the plane while flying it, and taking ownership of your book of business
Compensation $70K - $96K plus potential equity and benefits.
Referrals increase your chances of interviewing at Jigsaw by 2x.
#J-18808-Ljbffr
Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis, and is now on a growth trajectory that places us in the top quartile SaaS companies globally.
Why Join Us? We thrive on creativity, enthusiasm, and a touch of humour to make magic happen. We hire people with high ownership and a bias for action, then trust and empower them to do their best work.
About the Role As a Customer Success Manager at Jigsaw, you will serve as a trusted advisor for law firms across the Americas, driving adoption and business value from our legal technology solutions. You’ll own a portfolio of accounts representing approximately $1M in ARR, managing the full post‑sale customer lifecycle from onboarding through renewal and expansion. This hybrid role requires three days a week in office in either NYC or Miami.
Your Key Responsibilities
Customer Lifecycle Ownership
Serve as the primary point of contact and trusted advisor for a book of 15‑25 law firm clients
Develop deep understanding of each client’s business objectives and success metrics
Maintain accurate forecasting of renewals, expansions, and at‑risk revenue in HubSpot
Growth & Retention
Monitor customer health signals to identify at‑risk accounts and execute risk mitigation strategies
Lead renewal negotiations; structure agreements that reflect delivered value and enable expansion opportunities
Conduct strategic QBRs and EBRs to demonstrate ROI and deepen executive relationships
Product Adoption & Enablement
Deliver high‑impact training sessions, workshops, and demos for end‑users, champions, and train‑the‑trainer programs
Identify and cultivate internal champions who drive adoption and advocacy
Create success stories, case studies, and reference opportunities with engaged clients
Collaboration & Voice of Customer
Partner closely with Sales, Product, and Product Success to ensure seamless experience
Advocate for customer needs internally and translate feedback into actionable insights
Contribute to CS playbooks, best practices, and processes as we scale the function
Requirements
1‑3 years in Customer Success, Account Management, or client‑facing B2B SaaS (preferably $50K+ ACV)
Proven ability to manage 15‑25 accounts with varying health scores, delivering high GRR and NRR goals
Experience negotiating renewals and expansion deals, comfortable discussing pricing and ROIBackground in legal, legal tech, professional services software, or highly regulated industries preferred
Proficiency with CRM tools (HubSpot preferred)
Comfortable with SaaS products and ability to learn technical features quickly
Exceptional verbal and written communication skills with high emotional intelligence and executive presence
Positive, high‑energy presence that motivates customers and colleagues
Ability to thrive in ambiguity, building the plane while flying it, and taking ownership of your book of business
Compensation $70K - $96K plus potential equity and benefits.
Referrals increase your chances of interviewing at Jigsaw by 2x.
#J-18808-Ljbffr