Customer Success Manager - LegalTech
As the Customer Success Manager, you will guide customers from on-boarding through renewal and expansion. You'll be the trusted partner to some of the world's most sophisticated organisations managing business-critical contracts.
Client Details
My client is a customer-obsessed B2B SaaS company helping owners, operators and delivery teams manage high-value, complex contracts post-execution. Their Intelligent Document Platform transforms dense contract sets into navigable, AI-powered digital assets, so teams can collaborate confidently, strengthen compliance, and make better decisions.
Description
Your responsibilities will include:
- Build strong, trusted relationships across customer stakeholders-from end users to senior sponsors.
- Lead on-boarding, training and adoption plans to ensure rapid value realisation.
- Run success check-ins, health reviews and executive updates.
- Track customer outcomes, risks and opportunities.
- Partner with internal delivery and support teams to manage customer requests.
- Own issues end-to-end - communicating clearly and closing the loop.
- Maintain disciplined notes, actions and plans to keep momentum high.
- Identify opportunities for customers to benefit from additional modules or wider roll-out.
- Capture customer feedback to influence product improvements.
- Contribute to our Customer Success playbooks, processes and reporting.
What success looks like:
- Smooth on-boarding and confident platform adoption
- High usage and measurable customer outcomes
- Strong renewal pipeline with low churn
- Excellent cross-team collaboration and customer satisfaction
Profile
The successful Customer Success Manager applicant will have:
- Experience in Account Management or Customer Success (B2B SaaS or complex services preferred)
- Strong project management skills - organised, reliable and structured
- Excellent communication and stakeholder management
- Customer-first mindset with the confidence to lead conversations
- High attention to detail and a bias to action
- Comfort with modern tools and interest in using AI responsibly and productively
Nice to haves:
- Experience in infrastructure, engineering, construction, government or regulated industries
- Familiarity with contracts, legal tech, document management or compliance workflows
- Experience working across time zones and distributed teams
Job Offer
£43k-46k basic
Hybrid working - 1 day/week in Central London office
Generous benefits package
Fantastic working culture