Job Description

Senior Customer Success Manager – LegalTech SaaS

We’re working with an innovative LegalTech company that is transforming how law firms leverage technology to improve contract drafting. As they continue to expand, they’re looking for an experienced Senior Customer Success Manager to ensure their clients get the most value from their platform.

Our client has developed a cutting-edge platform that helps law firms unlock valuable insights from historical contract data, enabling them to draft more accurate and efficient agreements. With a growing global customer base, including leading law firms, the company is scaling rapidly and looking for a customer success professional who can support this expansion.

The Role: As a Senior Customer Success Manager, you’ll take ownership of client relationships, ensuring smooth onboarding, driving adoption, and proactively reducing churn. You’ll work closely with both customers and internal teams to optimize the customer experience, identify opportunities for growth, and provide insights that shape future product development.

With a growing number of customers, you’ll also play a key role in developing scalable processes and best practices to enhance the customer success function.

Key Responsibilities

• Build and maintain strong relationships with customers, acting as their primary point of contact
• Manage the onboarding process, ensuring clients see value from the platform quickly
• Drive product adoption and engagement, helping customers integrate the platform into their workflows
• Monitor customer health, proactively addressing potential churn risks and identifying expansion opportunities
• Gather customer feedback and collaborate with internal teams to improve the product and overall customer experience
• Develop scalable processes to support a growing number of clients effectively

About You

• 6+ years of experience in customer-facing roles within a SaaS environment, ideally in a high-growth company
• Strong communication and relationship-building skills, with the ability to engage stakeholders at all levels
• Proven ability to drive customer engagement, retention, and expansion
• Analytical mindset with experience using data to inform customer success strategies
• Interest in the legal industry and/or language analytics
• Ability to work independently and adapt in a fast-paced environment

Bonus Points For:

• Experience in the LegalTech industry or working with law firms
• Background in product management, user experience, or data analytics
• Experience designing scalable customer success processes in a growing business
• Track record of identifying upsell opportunities and driving revenue growth

What’s on Offer?

• Competitive salary and equity package
• Fully remote working with hybrid options if preferred
• Private medical care
• Generous PTO and sick leave
• Work-from-home stipend and new laptop
• Opportunity to make a significant impact in a fast-growing LegalTech company

If you're a customer success professional looking to take on a role with real impact in a high-growth, innovative environment, we’d love to hear from you.

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