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.

• →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.

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.

• 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

• 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

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.

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.

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.