Customer Success Manager (Legal Tech)

TL;DR

Customer Success Manager (Legal Tech): Drives customer growth and retention for small and mid-sized law firms by leading onboarding, defining success plans, and analyzing usage data with an accent on product adoption and measurable value realization. Focus on mitigating adoption risks, identifying expansion opportunities, and collaborating cross-functionally to influence product roadmap priorities.

Location: Hybrid (UK-London-Office) - primary work from home address, required in-person attendance for minimum 6 days per month at strategic meetings, client visits, conferences, and team events.

Company

Transforms operations for top law firms worldwide through AI-powered legal tech solutions serving millions of professionals.

What you will do

• Partner with customers to lead onboarding, define success outcomes, and build tailored success plans driving measurable value
• Analyze usage data to identify trends, remove adoption barriers, and proactively mitigate retention risks
• Identify expansion opportunities by aligning solutions to evolving customer workflows and business challenges
• Build relationships with key stakeholders through regular touchpoints, strategic updates, and success planning
• Deliver onboarding experiences and business reviews connecting product value to customer goals
• Collaborate with Sales, Product, and Marketing to share insights and influence roadmap

Requirements

• Hybrid work: available for in-person attendance minimum 6 days per month in London
• Curious, adaptable, eager to learn
• Collaborative team player with active listening and customer needs understanding
• Proactive in customer engagement and driving outcomes
• Strong presentation, verbal, and written communication skills
• Skilled at independent problem solving and troubleshooting
• Experience in Customer Success, Professional Services, Consulting, or Account Management in customer-facing role

Culture & Benefits

• Team culture where people support each other and do the right thing
• Global team solving complex, meaningful problems
• Real growth opportunities
• Work at intersection of legal expertise and cutting-edge AI
• Impact at scale
• Reimbursed travel expenses for required in-person attendance