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