Customer Success & Solutions Manager – EMEA

Customer Success & Solutions Manager – EMEA

Draftable is a fast-growing legal technology company on a mission to simplify document comparison. Trusted by law firms and in-house teams across the world, our software helps legal professionals do high-value work without the hassle of manual document review. We’re a fast-growing team focused on innovation, simplicity, and solving real-world challenges for our users.

We are seeking an experienced Customer Success & Solutions Manager to guide prospective customers in EMEA through our product range and increase confidence around implementation decisions.

This hybrid role bridges pre-sales and customer success, ensuring that customers are fully supported from initial engagement through to renewal.

The ideal candidate will be comfortable managing ongoing relationships with customers, driving renewals, and providing technical and strategic support to the sales team during the pre-sales cycle.

You will also proactively engage with existing customers to ensure their positive experience from a technical perspective, with the aim of maintaining customer retention and growing customer accounts. This role offers autonomy, learning and earning potential, and reports to the Sales Director, EMEA.

What Makes This Role Special

What we Offer

• A flexible, remote-first work environment.
• A collaborative and purpose-driven culture.
• Opportunities for career development in a fast-growing tech company.
• Competitive salary (£40,000-£50,000), commission and benefits tailored to your region.

The Role

This is a customer-facing, commercial role—not a support or product function. Your impact will be measured in revenue: faster deal cycles, better retention, and more upsell opportunities.

Key responsibilities include:

Customer Success & Account Management

• Own the customer journey post-sale across EMEA, ensuring high levels of satisfaction and product adoption.
• Serve as the main point of contact for existing customers, managing day-to-day queries and escalations.
• Drive contract renewals and identify expansion opportunities through consultative account management.
• Under direction of Sales leaders, engage with existing customers and draw insights around common problem areas and identify where there is opportunity to drive further product adoption and reduce churn risk.
• Deliver onboarding, training, and product education to ensure long-term success.
• Proactively responding to client feedback and requests.
• Track and analyze customer health metrics to proactively address churn risks.
• Remote work flexibility: Work remotely across EMEA with occasional travel across the EU
• Deliver engaging software demonstrations to customers showcasing Draftable’s value and full functionality. Conduct research on prospective customers and tailor content as required.
• Develop technical documentation that helps drive adoption during testing periods and emphasizes the value of our product.
• Provide technical expertise during customer meetings and demonstrations and address any concerns regarding technical aspects, solution fit, and system integration.
• Deliver other technical business development experiences to support Sales leaders to convert leads, such as product webinars and workshops.
• Collate reports as required and maintain CRM data.
• Represent Draftable at industry events and conferences as a subject matter expert.
• Continuously improve training material and facilitate customer implementation and use related to the platform as required.
• Customize product demonstrations and provide tailored responses to RFPs and technical documentation.
• Collaborate with Sales, Support and Product to design and implement comprehensive onboarding and deployment processes.
• Collaborate with the Sales team to identify customer requirements and design bespoke demos.
• Collaborate with the Marketing team to inform campaign alignment and messaging.
• Partner with the Product team to relay customer feedback and inform roadmap development.
• Bridge the gap between Sales and Support to manage customers technical queries and ensure timely resolution.
• Conduct customer research and, with Sales leads, create strategies to increase product awareness, product adoption and customer retention at scale.
• Work closely with the Global Sales leads to identify Product needs and provide feedback through to the Product teams to inform Product roadmap.

What You Will Bring

The ideal candidate will be someone who:

• 3+ years in pre-sales, solution consulting, account management or similar roles within a B2B SaaS company.
• Excellent communication skills with clear ability to translate technical features into business value.
• Demonstrated experience in the facilitation of education, training sessions and webinars in a Sales context.
• Proven track record of building strong client and internal stakeholder relationships across all levels within an organization.
• Ability to analyze customer and market data, draw insights and apply these to increase customer retention, account growth and potential future product functionality.
• Organized, analytical, and adaptable with strong problem-solving skills.
• Proficiency in MS Office, CRM tools, and remote collaboration platforms.
• A collaborative mindset and a passion for continuous learning.

Nice-to-Have

• Experience with legal tech, legal workflows, or document comparison tools.
• Experience in Customer Success Management
• Experience with RFP, supplier onboarding processes
• Experience supporting Windows desktop software in high security enterprise environments

About Draftable

Draftable is a rapidly growing legal technology business which provides enterprise-grade software to law firms and legal teams globally. Draftable helps legal professionals focus on high-value work by eliminating time-consuming and error-prone manual tasks. Draftable’s innovative features have set new standards in the global legal services industry. Draftable is part of Affinda Group, which consists of three wholly owned operating businesses:

• Draftable: Document comparison software trusted by law firms globally
• Affinda: Document AI solutions solving complex business problems for large organizations globally
• Vesparum: Capital raising solutions for founder-led high-growth technology companies

Base salary of £40,000-£50,000 with a competitive, uncapped commission plan.

Our Commitment to Diversity and Inclusion

At Draftable, we are committed to fostering an inclusive workplace that values diversity of background, perspective, and experience. We ensure a fair and inclusive recruitment process and welcome applications from all qualified individuals.

Application Process

To apply for the role, please submit the following in PDF format:

• A cover letter detailing your interest and how the role aligns with your skills and experience
• Your resume

Please note we do not respond to unsolicited emails or calls from recruitment agencies. Thank you for your understanding.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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