Customer Success Manager

• Own and manage the post-sales customer experience across our product suite
• Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
• Partner with customers as they adopt AI-driven solutions and modernise their legal workflows
• Guide customers through change management and drive strong user adoption across teams
• Act as the primary point of contact during onboarding and early lifecycle phases
• Build trusted relationships with key stakeholders across legal and business teams
• Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey
• Monitor customer engagement and proactively address risks and opportunities
• Identify opportunities for account growth, renewals, and expanded product usage
• Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery
• Deliver product demonstrations, training sessions, and enablement support

Requirements

• Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS – or experience as a legal professional transitioning into LegalTech
• Demonstrated ability to manage structured onboarding processes or customer-facing projects
• Experience supporting customers through technology adoption or organizational change initiatives
• Strong organisational and project management skills, with the ability to manage timelines and stakeholder expectations
• Experience supporting customers on guided, consultative software platforms (not purely self-serve)
• Strong communication and stakeholder-management skills
• Ability to quickly learn and confidently explain advanced product functionality
• Analytical, proactive, and solution-oriented mindset
• Bachelor’s degree or equivalent practical experience

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