Senior Product Success

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canvas but for the ‘City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.  

Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis. This is their second venture together; their first was acquired by a US private equity firm and went on to become a billion-dollar company and a household name in professional service firms across the world. Jigsaw is now on a growth trajectory few Series A companies achieve - putting us in the top quartile SaaS companies globally. Today we proudly serve thousands of users from nearly two  hundred businesses worldwide, who love our products and use them everyday. 

But we’re only getting started! We have ambitious goals and we’re looking for talented people to help us achieve them. 

Why join us? 

We're not about the corporate grind; instead, we thrive on creativity, enthusiasm, and a touch of humour to make magic happen. 

We hire people with high ownership and a bias for action. Then we trust and empower them to do their best work. 

The Product Success Manager plays a critical role in ensuring an exceptional experience for users of Jigsaw’s solutions. This individual will lead the Product Success team and serve as the key point of coordination for all user support activities, including the receipt, triage, escalation, and resolution of user queries. The role requires close collaboration with the Product, Customer Success, DevOps, and QA/Test teams to deliver seamless and efficient support.
Key Responsibilities:
In addition to providing direct user support, the Product Success Manager will be responsible for:

• Team Leadership & Development

  • Lead, mentor, and guide the Product Success team, particularly our Graduate team members, in handling client communications with professionalism and clarity.

  • Delegate responsibilities effectively and support the team during high-pressure situations with a calm, solutions-oriented approach.

• Technical Expertise & Configuration

  • Conduct technical configurations of the Jigsaw platform.

  • Utilize Azure and DevOps tools confidently; AZ-900 (Microsoft Azure Fundamentals) certification is required.

• Product Documentation & Training

  • Create and maintain product documentation including technical manuals, in-app walkthroughs, tour guides, user notifications, and training videos.

• Product Feedback & Management

  • Track and manage user feedback, enhancement requests, and common issues.

  • Identify trends and relay insights and product updates to the client-facing teams.

• Marketing & Communications

  • Collaborate on the development of written and video marketing content that communicates product value and updates to users.

• Product Testing & QA

  • Perform functional testing of Jigsaw solutions prior to product releases to ensure quality and readiness.

Key Requirements:

• Excellent written and verbal communication skills

• A strong sense of customer service and client care

• Highly organised and methodical in approach

• Demonstrated interest in software and technology

• Microsoft AZ-900 certification

Preferred (But Not Required) Experience:

• Helpdesk or technical support experience

• Project management or coordination

• Exposure to professional services environments, such as:

  • Legal

  • Accounting

  • Consulting

  • Financial Services

• Familiarity with enterprise and law firm technologies:

  • iManage (DMS & Risk)

  • Litera (Document Lifecycle & Transaction Management)

  • Intapp (Risk Management)

  • Thomson Reuters / HighQ (Client Collaboration)

• Background in customer-facing roles, especially in Customer Success or Support