Customer Success Manager

About the role

In this role, you will deliver engaging, client‑focused product training and enablement to drive adoption and value across a portfolio of UK legal customers. Working closely with internal teams and client stakeholders, you will tailor learning experiences, identify opportunities for growth, and support long‑term customer success through effective training strategies and insights.

Responsibilities

• Deliver engaging virtual and in‑person product training across client accounts
• Tailor training content for different audiences including lawyers, trainees, PSLs, and knowledge teams
• Support onboarding, refresher, and advanced training to improve product adoption
• Build strong relationships with stakeholders such as Knowledge Teams, IT, and Practice Groups
• Identify adoption gaps and recommend targeted training or support
• Use data insights to shape training plans and demonstrate product value
• Contribute to scalable learning content including webinars, guides, and videos
• Manage scheduling, CRM records, and key performance metrics across accounts

Qualifications

• Experience delivering software solutions or product training in legal, professional services, or technology environments
• Understanding of the UK legal market and law firm structures
• Interest & understanding in how AI can enhance efficiency and client experience
• Strong presentation and facilitation skills, both virtually and in person
• Ability to manage multiple client accounts and competing priorities
• Confidence engaging and influencing stakeholders at different levels
• Comfortable using data and insights to inform decisions
• Strong organisational and time management skills

Benefits and Working Pattern

Flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

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