Customer Success Executive (Saas Startup)

Pirical pioneers the field of People Analytics. We are on a mission to help law firms make fairer and better decisions about their people by helping our customers answer tough people strategy questions through our innovative knowledge management systems.

We are an organically grown business of nearly 50 exceptionally talented team members,  and we already have some of the world’s leading law firms as our clients both here in the UK and in the US. In the 5 years, we have increased revenue year on year, created two flagship products and became the market leader in our industry working with all 5 magic circle firms, but we are not stopping there.

Why join Pirical? We asked our team what defines Pirical’s culture. In their own words:
 

• “You’re not just a number. You have a voice and can make an impact. It’s extremely rare if you have a good idea here that it won’t be given due diligence. The company will support you to bring them to fruition with a good level of guidance and support.” - Analyst
• “The team is talented, hard-working and supportive.” - Sales Rep
• “HUGE amounts of autonomy and flexibility in a less structured environment than a big company.” - Customer Success Rep
• “The company values logic and continuous improvement. Problem-solving from first principles is normal and encouraged.” - Data Engineer
• “Ample L&D opportunities. It’s a place where the brighter you want to shine, the company is likely to help facilitate that.” - Software Engineer
   

The role…

Pirical is looking to hire a Customer Success Executive who is excited about the opportunity to contribute to the newly formed customer success function for our market-leading product, Pirical Legal Professionals. Your role will be to ensure a consistently high renewal rate for PLP customers by ensuring they extract maximum value from the product.

We are a mission-driven business, the impact that our work has on people, and the change that it brings to our chosen market makes this the ideal position for someone who wants a role with purpose. This role also offers excellent progression opportunities, lots of opportunities to learn, as well as a bonus scheme, making it an excellent position for the next generation of Customer Success leaders who want to be at the core of a fast-growing, market-leading, international SaaS product.

This is a hybrid role, with our team members expected to be in our London Office a minimum of 3 days per week.

Responsibilities include:

• Help our customers extract maximum value from our product and achieve their goals,  maximising their chances of renewing our subscription service. 
• Drive customer value from onboarding by delivering training, demos, and project/consulting-style work to make sure the customer gets what they need.
• Analyse user data to identify opportunities to offer training and support or improve our product to increase the number of users or the frequency of use of the product.
• Represent the customer within Pirical: make sure our strategy is informed by customer feedback and customers’ priorities are being addressed.
• Influence user behavior by developing relationships built on trust, learning about their roles, discovering their needs, and understanding their definition of success
• Innovate with users of the market-leading product in this space, building relationships with people in the world's leading law firms
• Represent Pirical at national and international industry conferences and events

The person…

• This role is perfect for someone early in their career, either with experience in relevant internship programmes or through customer focussed employment
• Experience in either startups, SaaS, HRTech, LegalTech would be beneficial but not essential
• You thrive in social environments and get a kick out of networking with customers at industry conferences, events and client lunches / dinners
• You are customer centric, you are motivated to solve customer problems
• You are a problem solver who gets a kick out of solving a wide variety of challenges
• You are comfortable with Excel and an understanding of basic data concepts would be beneficial but not essential
• You have excellent communication skills, and have the ability to deliver well structured, engaging training sessions/demos with customers 
• You are highly organised, and are able to ruthlessly prioritize in a fast paced environment
   

Pirical is committed to being an inclusive and diverse place to work. The excellent work produced at Pirical would not be possible without bringing together all of the different backgrounds, experiences and skills that our team has. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.

Note to recruitment agencies: Pirical is committed to building a long-term approach to our hiring strategy, we are therefore already working in partnership with selected talent partners. We, therefore, ask you to hold off sending speculative CVs or sales approaches through this email.