Dye & Durham Corporation

Manager, Customer Success Department: Sales Employment Type: Permanent - Full Time Location: London - Paddington Reporting To: MD, UK Description Your role as a Manager, Customer Success will be to build, lead and mentor a brand-new Customer Success team, driving KPI's and embedding best practices. Reporting into the Managing Director, UK, you will develop strategies to achieve business goals for our UK clients. Based out of our Paddington office, you will take a hands-on management role, building out a high performing team from scratch, developing processes and leading by example to drive long-term, profitable relationships. Key Responsibilities Serve as a trusted advisor to build long-term, value driven relationships with Dye & Durham customers across multiple legal tech products, driving adoption, value realization, engagement, and retention while delivering a phenomenal customer experience. Instil a culture of productivity and high performance by developing and motivating a team of Customer Success professionals, utilising systems and tools to monitor KPIs and provide reports to senior leadership. Track and report key success metrics, customer satisfaction scores, churn risk and engagement levels. Proactively connect with customers through email, phone, online presentations, and in person meetings & events to drive renewals, product adoption, customers satisfaction & reduce churn. Guide customers through onboarding, training, and product adoption to ensure they gain maximum value from our products. Monitor and analyse customers' usage of our product & customer health, proactively identifying and addressing potential issues before they happen. Collaborate with internal teams (Sales, Product, Support) to resolve customer concerns and advocate to enhance customer experience and improve product and support offerings. Be an SME and escalation point for customer and team queries Maintain accurate client records in Salesforce, keeping track of client communications, any contract updates and renewals. Skills, Knowledge & Expertise Recent, commercial experience in a Customer Success role, in a B2B software environment (Saas experience beneficial). People management and leadership experience - preferably experienced in setting up teams from scratch Experience within the legal sector would be hugely beneficial to your success in this role. Demonstrable ability to communicate, present and influence key stakeholders and team members at all levels of an organisation. Self-motivation, collaboration skills, and passion for exceeding customer expectations Strong communication and presentation skills. Job Benefits At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. Do you share our DNA? We ask how tomorrow can be better than today We are passionate about solving our customer's challenges Our ideas break boundaries We value different perspectives and encourage dialogue We take ownership and celebrate together

Director of Product, EMEA Department: Product Employment Type: Permanent - Full Time Location: London - Paddington Description We are seeking a strategic product leadership professional to drive our product vision, strategy, and execution across the entire EMEA region. This pivotal role will be responsible for defining and delivering transformative legal technology solutions that expand our market leadership and drive significant business growth. Key Responsibilities Product Strategy and Vision Develop and execute a comprehensive multi-year product strategy for the EMEA region Translate global product vision into regionally-specific strategic roadmaps Conduct deep market research and competitive analysis to identify growth opportunities Define product portfolio investment and divestment strategies Establish and maintain a robust product innovation framework Leadership and Organizational Development Build, mentor, and develop high-performance product management teams across EMEA Create and implement product management best practices and standardized processes Foster a culture of innovation, continuous learning, and data-driven decision-making Establish cross-functional collaboration models between product, engineering, sales, and marketing teams Business and Commercial Leadership Drive product revenue growth and market expansion strategies Develop comprehensive business cases for major product investments Manage complex product portfolios with multi-million pound revenue implications Establish and track key performance indicators (KPIs) for product lines Engage with executive leadership to align product strategy with overall business objectives Technical and Market Innovation Oversee the architectural direction and technological evolution of product lines Identify and integrate emerging technologies relevant to legal tech ecosystems Manage complex product ecosystems with multiple interdependent platforms Drive standardization and platform consolidation efforts across regional product lines Develop thought leadership in legal technology innovation Stakeholder Management Serve as the primary product executive for EMEA region stakeholders Build and maintain strategic relationships with key customers, partners, and internal teams Represent the EMEA product organization in global product leadership forums Team Collaboration and Leadership Work closely with Product Owners to: Create and prioritize the product roadmap Support strategic objectives Facilitate agile delivery Coordinate with Software Engineering managers to: Establish development capacity Align technical priorities Collaborate with UI/UX team to design exceptional user experiences Analytics and Continuous Improvement Collect and analyze product and user analytics Drive data-informed decision-making Facilitate continuous learning and product enhancement Provide routine updates to management with updates on tracked goals and initiatives Cross-Functional Coordination Coordinate with Marketing, Sales, Support, and Customer Success teams Develop and execute Go-To-Market (GTM) strategies Ensure cross-departmental readiness for customer-facing initiatives Product Lifecycle Management Manage the entire product lifecycle from inception through retirement Reporting Structure This role reports to the Chief Product Officer Manage one or more Product Owners Work collaboratively with other Product Managers of other products Skills, Knowledge & Expertise Professional Experience 12+ years of Product Management experience in B2B SaaS environments Proven track record of delivering measurable business results Demonstrated ability to effectively align and lead distributed teams across multiple time zones Key Competencies Technical depth in integrated technology ecosystems Strong business and commercial orientation Exceptional leadership and storytelling skills Ability to balance user experience with commercial objectives Job Benefits Why Join Dye & Durham? Lead critical due diligence products in the EMEA market High-visibility role with significant impact Part of a global product team driving innovative legal technology solutions Opportunity to shape the future of legal technologies Dynamic, internationally expanding technology company Opportunity to work with major law firms, financial institutions, and government organizations At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. Do you share our DNA? We ask how tomorrow can be better than today We are passionate about solving our customer's challenges Our ideas break boundaries We value different perspectives and encourage dialogue We take ownership and celebrate together