Engagement Manager

The role:

We are looking for an experienced account manager to join the Customer team at Legatics. You will help manage and build our existing customer relationships, understand our customers' goals in relation to their use of Legatics, grow their adoption of the platform, and look to secure renewals and larger contract values.

This all forms part of the Customer Team's mission to help customers roll out the Legatics platform to their lawyers, identify barriers to use, and come up with creative solutions to ensure our customers get the most out of our software.

What you would be doing:

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

Account Relationship Management

• Build and maintain strong, lasting relationships with key stakeholders across accounts to drive long-term customer success.
• Work with the Head of Customer to identify opportunities to maintain and grow accounts by securing renewals (in particular multi-year), upselling additional features such as BYOK as these become available, and expanding contract sizes.
• Conduct targeted customer visits to assigned regions, strengthening relationships through in-person engagement and deepening understanding of client needs.
• Articulate the value proposition of Legatics clearly and persuasively to diverse stakeholders, aligning platform capabilities to customer goals.
• Present clear ROI cases to support upsells, renewals, and expansion, connecting usage metrics and legal workflow improvements to tangible business outcomes.
• Monitor customer health metrics and proactively address risks to reduce logo and revenue churn.
  

Product Expertise and Problem-Solving

• Maintain a good knowledge of the Legatics platform, becoming equipped to answer technical and operational questions and solve customer problems effectively.
• Act as the primary point of contact for customer inquiries, collaborating with our internal teams to resolve issues promptly.
• Demo the platform to new departments and offices within existing customer accounts, showcasing its value and capabilities.
• Leverage tools such as Outreach and Salesforce to manage account activity, track interactions, and drive timely, data-informed decision-making.
  

Advocate for Customers

• Gather and relay feedback to the Product Team to help inform future development and improvements.
• Assist the Marketing Team by gathering testimonials and contributing to Marketing materials.
  

Networking and Events

• Represent Legatics at industry events and conferences, building brand awareness and networking with potential advocates and new customers.
• Engage in face-to-face meetings with clients to build rapport, gather insights, and create high-touch moments that support retention and expansion.
  
  

What we need from you:

• Either:
  
• A minimum of 2 years' experience working in B2B SaaS Customer Success or Account Management; or
• A first-hand understanding of the legal industry (e.g., you worked at a law firm or legal tech company for 6 months or longer).
• Proven ability to develop trusted relationships.
• Commercial awareness with the ability to understand and develop a business case.
• Passion for customer experience.
• Focus on continual improvement.
• Demonstrated ability to take ownership and initiative.
• Excellent written and verbal presentation skills.
• An impressive track record of hitting and exceeding commercial targets.
• A right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage).
• Experience with Salesforce and Outreach, or similar CRM and sales engagement platforms.
• Willingness and ability to travel for targeted customer visits and face-to-face meetings.
• Ability to articulate value propositions and ROI clearly to both legal and commercial stakeholders.
  

Bonus points for the following (but don't worry, these are not essential):

• Exposure to legal practice, law firms, or lawyers (for example, through an internship).
• Experience working in a start-up or scale-up, ideally within LegalTech.

We are committed to fostering a forward-thinking environment where technology empowers everyone to do their best work. As part of this, we value candidates who are comfortable using artificial intelligence (AI) tools to enhance their productivity, decision-making, and creativity. Whether you already have experience integrating AI into your workflows or are eager to develop these skills, we encourage you to apply and grow with us in leveraging the potential of AI to drive meaningful results.

What we offer you:

• Competitive salary.
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
• Pension with NEST.
• Personal Learning & Development budget.
• Access to Mental healthcare for you and your immediate family.
• 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.