About BigHand

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.

We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.

We are a business driven by our values and have these at the centre of everything we do.
Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.

About the role

As a Customer Success Manager, you will be the primary advocate for BigHand’s customers, ensuring they achieve maximum value from our people productivity solutions. By building strong, trust-based relationships, you will help customers successfully adopt and integrate BigHand’s tools into their workflows, aligning with their business objectives. Your success will be measured by customer satisfaction, engagement, and long-term partnership growth, with retention targets serving as a key performance indicator.

With a deep understanding of law firm operations and/or Resource Management, you will proactively guide customers on best practices, offer strategic insights, and collaborate with internal teams to drive continuous improvement. By serving as the bridge between clients and BigHand’s product, marketing, and delivery teams, you will ensure customer needs are met, feedback is acted upon, and customers remain at the heart of product development.

What you’ll do

• Build and nurture strong customer relationships, acting as a trusted advisor to ensure successful adoption and satisfaction.
• Serve as a single point of contact between customers and BigHand’s global teams, capturing feedback and advocating for customer needs.
• Facilitate customer success touchpoints, including Kick-Off meetings, Key Objective Reviews, Success Planning, and adoption check-ins.
• Work closely with customers to identify challenges and opportunities, ensuring they maximize the value of BigHand’s solutions.
• Collaborate with product teams to align development roadmaps with customer needs and industry trends.
• Monitor customer health and engagement, proactively addressing concerns to enhance retention and satisfaction.
• Support marketing by developing customer case studies and reference sites, highlighting success stories and best practices.
• Drive renewal and expansion discussions organically, ensuring customers see BigHand as a long-term strategic partner while achieving retention targets.

What we’re looking for

• Experience working within law firms would be an advantage, particularly in resource management and administrative roles, with a deep understanding of workflow delegation and operational challenges.
• A strong customer relationship builder with excellent communication skills, capable of fostering trust and advocacy among clients.
• Highly organized and proactive, able to prioritize and manage multiple customer relationships effectively.
• Problem-solving mindset, with the ability to provide insights and recommendations tailored to customer needs.
• Comfortable working both independently and collaboratively, engaging with internal teams to drive customer success.
• Passionate about seeing customers thrive, with a focus on long-term partnerships and customer-driven innovation.

What we offer

• 25 days holiday (exc. bank holidays) + 3 BigHand days off between Christmas & New Year
• Various wellbeing benefits including private medical, vision, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)
• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
• Opportunities to give back with company volunteer events and individual volunteer days
• Career growth opportunities and study leave allowance
• Family benefits including enhanced parental leave, secondary caregiver leave and fertility support
• Financial benefits including pension scheme, life assurance, and salary sacrificing
• Cycle to Work Scheme and Tech Scheme
• Growing business with a global presence, flexible working, modern offices, and remote work options

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.

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