Senior Client Success Manager (North America)

StructureFlow is the AI-powered structural intelligence platform that helps legal, finance, tax, and corporate teams model and communicate complex projects, structures and transactions. We're building out North American Client Success capacity so our largest clients have a named, on-the-ground partner for onboarding, training, and day-to-day delivery. 

The CSM role at StructureFlow exists to deliver what our product promises: mastery over complexity. That means taking customers from their first interaction with the platform through to the point where StructureFlow is genuinely embedded in how they work; not a tool used occasionally, but the way they Map, Model, and Move on deals and matters.

You’ll manage a portfolio of accounts across our North American customer base - primarily law firms, PE funds, and accountancy/tax practices - from pre-sales pilots through to onboarding, expansion and renewal. You’ll co-own the client relationship across its full lifecycle, together with the Account Executive assigned to each client.

This isn’t a reactive role. We don’t wait for clients to tell us something isn’t working. We track adoption signals, maintain live health scores, and intervene early, which means you need to be comfortable reading data, drawing conclusions from it, and acting without being asked to.

You’ll also be involved pre-sale: for complex pilots and structured evaluations, you’ll work alongside the Revenue team, contributing the CS perspective on onboarding risk and helping shape what success looks like before the contract is signed.

Our CS function has implemented a clear and structured operational framework, a set of handbook-documented standards, and the tooling to support them, but there’s also real scope to contribute to how things evolve. If you want to inherit a fully codified playbook and execute it, this probably isn’t the right environment. If you want to operate within a structured framework while also helping to improve it, it is.

What you'll be doing:

• Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed
• Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work
• Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion.
• Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.

Please note: this role is New York based with a hybrid pattern of working from home and working from an office. Candidates must be based in New York or within a short commute into the city.

Domain experience is required.

Our clients are experts in their respective fields. They'll know immediately whether you understand their world. The background that fits best is someone who has received training from or worked within professional services – accountancy/tax, law, restructuring, M&A advisory or alternative finance - and then moved into a client-facing SaaS or technology role. You should be able to discuss deal structures and transaction flows without needing them explained to you.

Essential:

• 5-7 years in enterprise CS/account management in B2B SaaS/professional services tech
• A passion for creating and iterating on strategy and executing against a plan
• Track record managing renewals and expansion
• Comfortable managing senior stakeholders, not just operational contacts
• Experience with typical CS tooling: HubSpot, Intercom, Planhat, Gainsight, ChurnZero, or equivalent
• Experience with emerging AI technology
• You write well: a significant amount of the role is written communication

Desirable

• Legal, Accounting or Finance qualifications or prior experience working in these industries
• Understanding of the broader culture of compliance governing how firms adopt digital tools
• Ideas for how AI technology can be used to accelerate the CS workflow and drive client experience.
• Experience contributing to a CS function being built, not just inheriting a mature one

By month 3....

You've built real relationships with your clients — they see you as part of their team and they trust your judgment. Each client has a documented first-value milestone. You understand their world well enough to have a credible view on where StructureFlow fits into it, and your health scores reflect the strength of those relationships, not just product adoption metrics.

By month 6....

Your clients feel secure and well managed. QBRs, check-ins, and escalation paths all run through a rhythm that clients find reassuring rather than administrative — they know what's coming, and nothing falls through the cracks. At least one of your clients is willing to advocate for us, and you've used this to support other pre-sales pilots, showing prospects what that experience looks like from the inside.

By month 12...

Your renewals are going through smoothly, because the relationship and the value were never in doubt. Expansion conversations succeed because you are seeing genuine client need and working through the vale case collaboratively. You have a sharp view of how our go-to-market system works from the client's perspective, and you're actively shaping how we improve it.

• Competitive salary and performance-based bonus.
• Generous PTO policy – 25 days is standard for our global team
• Healthcare (medical, dental, vision)
• 401(K)
• Flexible working – a combination of remote work, and business travel
• Learning & Development budget
• Opportunity to join a dynamic, early-stage startup in our mission to transform how legal, professional services firms and alternative finance funds master complexity
• High impact work that really matters – success in this role will drive our company forward and have an outsized impact on our business and clients