Customer Success Manager

About the Role

The Customer Success Manager (CSM) will work closely with customers across the legal industry to understand their specific business challenges and design tailored use cases that maximize the value of [Employer hidden]’ legal products. [Employer hidden] products this role works with includes HighQ, CoCounsel, Contract Express, Practical Law and Westlaw. This role focuses on driving adoption, engagement, and measurable outcomes while building trusted customer relationships.

Reporting to a Manager of CSMs, the CSM will collaborate with cross-functional teams and leverage internal resources to deliver exceptional customer experiences and long-term success.

What the job involves

• Onboard and Enable: Coordinate onboarding activities and ensure customers have access to the tools and resources needed for success
• Develop and Drive Use Cases: Collaborate with customers to identify their specific business challenges and design tailored use cases that demonstrate the value of [Employer hidden]’ legal products
• Drive Adoption and Value Realization: Partner with customers to ensure seamless integration of use cases into their workflows, leveraging internal training resources as needed
• Build and Strengthen Relationships: Engage regularly with customers to understand their goals and provide strategic guidance, acting as their trusted advisor throughout the customer journey
• Provide Strategic Guidance: Identify opportunities to optimize customer outcomes by recommending best practices and aligning solutions to business objectives
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features
• Collaborate Across Teams: Partner with Sales, Marketing, and Support teams to align on customer objectives and deliver a seamless experience

Who you are

• Experience: You have a law degree, formal legal education, or substantial experience working with law firms, attorneys, or legal professionals. Additionally, you have experience in Customer Success, Legal Technology, Legal Project Management, or a related role, ideally within SaaS or subscription-based business models
• Use Case Expertise: Proven ability to understand customer-specific use cases and recommend tailored solutions that address their business challenges and objectives
• Technical Acumen: Familiarity with legal technology or AI-driven platforms, with a willingness to stay ahead of advancements in legal tech
• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers
• Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction
• Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey

Salary Benchmarks

Customer Success & Account Management

£30k - £90k

Application Instructions

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