Customer Success Manager

About Wordsmith

Wordsmith is building the AI platform for in-house legal teams. Our customers use Wordsmith to move faster, automate the repetitive parts of legal work, and give their whole business quicker access to legal support. We're growing quickly, and every new customer we win deserves a brilliant experience from day one — that's where you come in.

About the role

We’re hiring a Customer Success Manager to help customers achieve lasting value from Wordsmith and own their renewal.

Once a customer has been implemented by our Transformation team, you’ll become their day-to-day success partner. You’ll help them embed Wordsmith into their organisation, increase meaningful adoption and demonstrate the impact the platform is having on their work.

You’ll own the customer journey from post-implementation handover through to renewal, connecting customer outcomes with retention. That means understanding what success looks like, building strong relationships, identifying risk early and managing the renewal process from initial planning through commercial conversations to signature.

You won’t own technical support or implementation. You will be accountable for adoption, customer health, value realisation and renewals across your portfolio, working with Account Management on expansion opportunities.

It’s an early-career role with meaningful responsibility and close support from our Head of Customer Success. You’ll receive coaching on managing customer relationships, leading renewal conversations and developing the commercial judgement to become an excellent CSM.

What you'll do

• Own customer success plans — understand what each customer wants to achieve, agree measurable outcomes and keep progress visible.

• Take customers forward after implementation — partner with our Transformation team to ensure a clear handover and help customers move from initial deployment to sustained adoption.

• Drive adoption — use product data and customer conversations to identify gaps, activate dormant users and introduce relevant capabilities and use cases.

• Build trusted relationships — develop strong connections with day-to-day users, internal champions, senior stakeholders and renewal decision-makers.

• Lead customer conversations — run regular check-ins, adoption reviews and value reviews that connect product usage to meaningful business outcomes.

• Monitor customer health — combine usage data, feedback and relationship insight to recognise disengagement or risk early.

• Turn risk into action — build recovery plans and coordinate the right colleagues from Support, Transformation, Product or Account Management to address issues that could affect retention.

• Own renewals from start to finish — maintain a clear renewal plan for every account, confirm decision-makers and procurement requirements, demonstrate value, lead commercial discussions within agreed parameters and coordinate proposals, contracts and signatures. You’ll have support from the Head of Customer Success on complex negotiations.

• Keep renewal forecasts accurate — maintain a clear view of renewal dates, customer intent, risks and next steps, escalating early when a renewal needs additional support.

• Partner with Account Management on growth — identify expansion opportunities and share the customer context and evidence of value needed to pursue them. Account Management owns expansion; you own the renewal.

• Represent the customer — turn customer feedback into clear, useful insight for our Product, Support and Commercial teams.