Customer Success Manager - LegalTech

About Our Client

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.

Job 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

The Successful Applicant

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

What's on Offer

• £43k 46k basic
• Hybrid working - 1 day/week in Central London office
• Generous benefits package
• Fantastic working culture