Senior Customer Success Manager

Legatics is one of the world’s leading LegalTech scale-ups. Our legal transaction management platform enables law firms and their clients to collaborate on and close deals in an interactive online environment, providing clarity, reducing risk and saving time.Our customers include some of the world’s top law firms, such as Allen & Overy Shearman, Hogan Lovells, Herbert Smith Freehills, and King & Wood Mallesons. And we’ve been used on transactions in more than 60 countries  on transactions worth over $1 trillion.

Role Overview

Are you passionate about driving customer success, leading high-performing teams, and making a real impact in the legal tech industry? We’re looking for a Senior Customer Success Manager to join Legatics and take our global customer success initiatives to the next level.

Reporting to the Head of Customer, you will lead our Customer Success (CS) team, optimize user adoption, and ensure the seamless delivery of training programs. You will also play a key role in managing Proof of Value (PoV) projects, helping prospective customers experience the full benefits of our platform before committing. This is an exciting opportunity to shape the future of our customer relationships and contribute to the strategic growth of Legatics.

You’ll thrive in this role if you have a background in legal technology, SaaS customer success, or account management, along with a passion for developing teams, improving customer outcomes, and driving operational excellence.

What You Will Be Doing

Core Use Cases and New Use Case Development

• Develop a deep understanding of Legatics’ core use cases, including the specific workflows, pain points, and outcomes they address for customers.
• Ensure the Customer Success team has a thorough understanding of these use cases and can articulate their value to clients.
• Monitor customer usage to identify areas of underutilization or disengagement with core use cases.
• Partner with the Product and Engagement teams to identify, track, and validate new use cases for Legatics.
• Collaborate with customers to pilot and implement new use cases, tracking adoption and outcomes to refine best practices.
• Share learnings from new use case pilots across the team to improve customer engagement and drive additional revenue opportunities.

Training Function Leadership

• Lead the design, delivery, and management of Legatics’ customer training programs.
• Standardize training processes and materials to ensure consistency in onboarding and ongoing product education.
• Conduct live and virtual training sessions to empower users with platform knowledge and best practices.
• Oversee the development of customer-focused training resources, including user guides, video tutorials and knowledge base - working collaboratively with Product.
• Establish a feedback loop with users to continuously improve training content and delivery methods.
• Collaborate with internal teams to ensure new product features and updates are incorporated into training materials promptly.
• Responsible for ongoing Product education of internal teams

Proof of Value (PoV) Management

• Collaborate with the sales team to design and execute effective PoV projects, showcasing the platform’s value to prospective customers.
• Serve as the primary point of contact for PoV initiatives, coordinating cross-functional efforts to deliver successful outcomes.
• Develop customized success criteria and evaluation frameworks tailored to each prospect’s goals.
• Monitor progress and engagement throughout the PoV process, providing regular updates to internal and external stakeholders.
• Deliver post-PoV success reviews to prospects, summarizing outcomes and proposing next steps for full platform adoption.

Project and Process Management

• Design and implement strategic enhancements to the CS team’s processes and workflows.
• Establish and monitor KPIs for the team.
• Identify and mitigate risks, forecast user adoption trends, and drive growth opportunities across customer accounts.
• Partner with the Head of Customer to proactively refine and optimize current CS operations, driving impactful initiatives.
• Leverage data analytics tools to track performance and make data-driven decisions.
• Ensure timely execution of customer journey touchpoints, including onboarding, adoption, and retention strategies.

Marketing support

• Act as voice of lawyer as part of Marketing’s content strategy
• Obtain customer testimonials and case studies to grow adoption and increase network effects.

Customer Success Team Leadership

• As the CS team grows, foster a collaborative and supportive team environment, coaching and managing Customer Success Managers (CSMs) to achieve their full potential.
• Oversee hiring efforts to attract and onboard high-caliber talent, expanding the CS team as needed.
• Develop clear progression and development plans for team members to ensure professional growth.
• Monitor the team’s day-to-day assignments, setting and ensuring KPIs are consistently met.
• Set standards, implement best practices, and create clear working methodologies for the team.
• Guide your team in understanding customers’ evolving goals with Legatics and ensure the value of the platform is consistently demonstrated.
• Use customer and team performance data to make informed decisions on operational and procedural improvements.

What Success Looks Like in This Role

• Customer Outcomes:
• Improved customer adoption rates based on matter targets and demonstrable impact on customer success metrics (as more data becomes available).
• Positive feedback from customers, with improved NPS and CSAT scores.
• Strategic growth opportunities identified and converted within accounts.
• Core Use Cases and New Use Case Expansion:
• Increased customer adoption and engagement with core use cases across accounts.
• Successful pilots of at least two new use cases within six months, with plan for promotion across all other relevant accounts.
• Use case success stories and outcomes documented and shared internally and externally.
• Training Function Leadership:
• 100% of new customers completing onboarding training within agreed timelines.
• Up-to-date and comprehensive training resources developed and actively utilized by customers.
• Proof of Value Project Management:
• Successful completion of all PoV projects
• Customized PoV frameworks that align with prospects’ strategic goals, leading to full customer status.
• Operational Excellence:
• Successful implementation of process improvements and SOPs.
• Enhanced efficiency and scalability within the CS team.
• Proactive identification and mitigation of risks within customer portfolios.
• Team Leadership:
• High team satisfaction
• Clear progression pathways and development opportunities established for team members.
• Consistently meeting or exceeding team KPIs for user adoption, and retention.
• Marketing support
• Act as voice of lawyer as part of Marketing’s content strategy
• Obtain customer testimonials and case studies to grow adoption and increase network effects.

We’re looking for a strategic, customer-focused leader who thrives in a fast-paced environment. To be successful in this role, you should have:

• 3+ years of experience in Customer Success, Account Management, or a related role within legal tech or SaaS.
• Strong ability to analyse customer needs and translate them into effective engagement strategies.
• Expertise in structuring and delivering customer training programs.
• Experience leading Proof of Value (PoV) projects to drive sales conversion.
• A data-driven approach to measuring and improving customer success.
• Exceptional communication and relationship-building skills.
• A proactive mindset with the ability to drive initiatives forward independently

What we offer you:

• Competitive salary
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
• Pension with NEST.
• Personal Learning & Development budget.
• Access to Mental healthcare for you and your immediate family.
• Enhanced parental leave policies so you can spend more time with your family.
• Lots of opportunities for accelerated professional development and career progression.
• Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
• A warm, genuinely collaborative culture and an awesome team; and
• Regular socials.

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.