Senior Customer Success Manager

The role

We are looking for an experienced Senior Customer Success Manager to join the Customer team at Legatics. You will be the adoption expert for a portfolio of strategic law firm accounts: getting customers live, training their lawyers, building internal champions and making sure the platform is well used across every practice group that bought it. You will work in close partnership with our team of Account Managers, who own the account, the commercial relationship and the account plan, while you lead onboarding, enablement, support and usage insight. You will also play a meaningful role in shaping how the team operates, bringing experience and leadership that helps elevate those around you.

This forms part of the Customer team's mission to help law firms roll out Legatics to their lawyers, remove barriers to use and ensure our customers get lasting value from our platform.

The role sits within a newly defined operating model for account management and customer success. On some accounts you may lead intermediate check-ins for a period, until these move across to account management as the model beds in.

You will look after several of our largest and most valuable accounts, predominantly across the UK and US. Regular travel is part of the role, including US travel for conferences, key customer visits and events. We work hybrid, with at least two days a week in our London office.

What you would be doing

Working as part of the Customer team at Legatics and reporting into the VP, Customer:

Onboarding and proof of value

• Lead onboarding and implementation for new customers and practice groups: workspace and admin setup, templates, integrations and getting the first live matter up and running.
• Run accelerated onboarding for customers on a proof of value, so they see clear results before the break clause and the Account Manager can make the case for a full contract.

Training and enablement

• Design and deliver end-user and practice-area training, workshops and webinars, in person and online.
• Run deeper product demos that unlock new use cases and greater product depth within each firm.
• Communicate new releases to users so they know what has changed and how to get value from it.
• Build and equip internal champions within each customer and identify the next advocate beyond the original one.
• Scale enablement with tools such as Claude, from training materials and knowledge base content to usage reporting.

Adoption planning and insight

• Co-develop each account and adoption plan with the Account Manager, leading on usage analysis, the adoption story and recommendations, with the Account Manager signing it off.
• Deliver the enablement that puts the plan into action, moving usage across offices and practice groups.
• Map user groups, champions and active users per office and practice group in Salesforce, alongside the buyer-group map owned by account management.
• Produce monthly and intermediate usage reports, and provide the data and adoption inputs for quarterly business reviews (QBRs) and check-ins.
• Propose next steps ahead of check-ins and QBRs and join them when the Account Manager brings you in.

Customer health and renewal readiness

• Track account health and usage, flagging churn risk and expansion signals early to the Account Manager with the context they need to act.
• Make sure the evidence is in place before renewal conversations start: the practice groups each customer bought for are trained and running live matters, and any product or support issues that could affect the renewal are logged and being fixed.
• Debrief the Account Manager after every customer interaction: who was engaged, who was not and what came up.
• Spot happy champions and strong results, and flag them to the Account Manager as potential success stories.

Support and product feedback

• Work with the team on support and escalations, covering first-line triage when needed.
• Collect feedback and feature requests from users, log them and represent the customer view to the Product team.

Customer visits and events

• Run in-region end-user training visits to your accounts.
• Support Account Managers on senior stakeholder visits and customer events where product depth is needed.

Mentorship and development

• Act as a senior voice within the Customer team, sharing knowledge and best practices that help raise the standard of customer success across the team.
• Support the onboarding and development of more junior team members, offering coaching and guidance on onboarding, training and adoption.
• Collaborate closely with the VP, Customer on strategic initiatives, contributing to how the team evolves its approach to onboarding, adoption and customer health.

How we'll measure success

• Adoption growth in the practice groups each customer bought for.
• Time to first live matter.
• Health and usage coverage across the book.
• Renewal readiness evidence in place before each renewal.

What we need from you

Essential

• Substantial experience in B2B SaaS customer success, with a strong track record of driving adoption across a portfolio of accounts with large user bases.
• Hands-on experience leading onboarding and implementation, including platform setup, configuration and integrations.
• Confidence designing and delivering training, workshops and demos to users at every level, in person and online.
• A data-informed approach: you turn usage and health data into clear reports, insight and practical recommendations.
• Proven ability to build champions and strong relationships with end users across different teams and offices.
• Strong product aptitude, with the ability to learn complex software quickly and explain it simply.
• An organised, calm approach to support and triage, with experience escalating effectively to product and engineering teams.
• A strong partner to commercial colleagues: you share insight early, keep account owners informed and know when to bring them in.
• Fluent in using AI tools in your day-to-day work. We use Claude across the business, and you will be able to show how you have used it, or similar tools, to scale enablement and insight, for example training materials, knowledge base content, usage analysis and reporting, and how you check the output is accurate.
• Can show measurable adoption growth from the enablement you have led.
• A growth mindset and a proactive approach: you seek out feedback, act on it and can show how you have changed your approach as a result, and you move things forward without being chased.
• Builds constructive working relationships across teams, including giving direct feedback to colleagues respectfully and in the right forum.
• Excellent written and verbal communication skills, including presenting to large groups and senior contacts.
• Experience with Salesforce or a similar CRM.
• Willingness to travel regularly, including to the US.

Bonus points for the following (but these are not essential)

• Experience mentoring or coaching junior team members in a customer success setting.
• Experience working in LegalTech.
• Familiarity with legal workflows and transaction management processes.
• Familiarity with APIs and AI integrations.

We use AI tools across the business to enhance productivity, decision-making and creativity, and we look for people who use them confidently and responsibly. You will join a team that keeps learning how to get the most from AI to drive meaningful results.

We welcome applications from everyone and are happy to make reasonable adjustments at any stage of the process. Let us know what would help.

What we offer you

• Competitive salary (depending on experience)
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays - on the last Friday of every month, we finish around lunchtime!
• Private Medical Insurance with Bupa, giving you fast access to diagnosis and treatment when you need it.
• Healthshield Health Cash Plan, helping you claim money back on everyday healthcare like dental, optical and physio.
• Pension with NEST.
• Personal Learning & Development budget.
• Enhanced parental leave policies so you can spend more time with your family.
• Lots of opportunities for accelerated professional development and career progression.
• Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
• A warm, genuinely collaborative culture and an awesome team; and
• Regular socials.

 

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team, and are constantly looking for ways to improve our processes to help us do that.