Customer Success Manager International (Legaltech)

TL;DR

Customer Success Manager International (Legaltech): Driving customer growth and retention for small and mid-sized law firms with an accent on product adoption and value realization. Focus on leading onboarding experiences, analyzing usage data to mitigate risk, and collaborating cross-functionally to influence the product roadmap.

Location: Hybrid (London, UK) - must be available for in-person attendance for a minimum of 6 days per month

Company

A legal tech company that transforms how the world’s top law firms operate through AI and innovative software solutions.

What you will do

• Lead onboarding and build tailored success plans to ensure customers realize measurable value.
• Analyze usage data to identify trends, remove adoption barriers, and proactively mitigate retention risks.
• Align solutions to evolving customer workflows to identify expansion opportunities.
• Build and maintain strong relationships with key stakeholders through regular strategic updates.
• Deliver impactful business reviews that connect product value to customer goals.
• Collaborate with Sales, Product, and Marketing to share insights and influence roadmap priorities.

Requirements

• Experience in Customer Success, Professional Services, Consulting, or Account Management in a customer-facing role.
• Strong presentation, verbal, and written communication skills.
• Ability to guide and educate customers without over-directing solutions.
• Skilled at independent problem solving and troubleshooting.
• Proactive approach to engaging customers and driving outcomes.
• Ability to work in a hybrid model based in London, UK.

Culture & Benefits

• Opportunity to work at the intersection of legal expertise and cutting-edge AI.
• Collaborative culture within a truly global team solving complex problems.
• Real growth opportunities and professional development.
• Reimbursement for travel expenses associated with required in-person attendance.
• Inclusive environment committed to diversity and equal opportunity.