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About the Role

We are looking for an experienced, commercially driven Senior Account Manager to own a portfolio of strategic law firm accounts end to end, focusing on senior relationships, account strategy, renewals, and growth. You will partner closely with the Customer Success team, focusing on strategy, senior stakeholders, and commercial outcomes, while also contributing to the team's operational improvements and leadership. This role is key to helping law firms maximize value from the Legatics platform.

Responsibilities

Own and grow a portfolio of strategic accounts, building strong relationships with key stakeholders.
Act as the main escalation point for accounts, owning resolution.
Map buyer groups in Salesforce and identify areas for Customer Success intervention.
Act on health and usage signals to manage churn risk and expansion opportunities.
Own the account and adoption plan, setting commercial and adoption strategy.
Take responsibility for value realization and platform adoption.
Plan, prepare, and deliver Quarterly Business Reviews (QBRs).
Schedule and lead intermediate check-ins, involving Customer Success as needed.
Ensure onboarding, training, and workshops are booked and follow up on QBR actions.
Own renewals end to end, including timeline, proposal, pricing, negotiation, and close.
Be accountable for net and gross revenue retention.
Identify and act on opportunities to grow accounts into new practice areas, offices, and user bases.
Lead proof of value reviews and convert customers to full contracts.
Build and present compelling ROI cases.
Own customer offboarding if a customer decides to leave.
Run introductory platform demos for senior stakeholders.
Articulate the value of Legatics persuasively to various personas within a law firm.
Use tools like Claude and Salesforce to manage account activity and make data-informed decisions.
Drive in-person visits focused on senior stakeholder catch-ups.
Lead customer events to build rapport, gather insight, and strengthen retention.
Secure customer agreement for references, testimonials, and case studies.
Share senior stakeholder and commercial insight with the Product team.
Act as a senior voice within the Customer team, sharing knowledge and best practices.
Support the onboarding and development of junior team members.
Collaborate with the VP, Customer on strategic initiatives.

Requirements

Substantial experience in B2B SaaS account management with a strong track record of owning and growing accounts, including renewals and expansion.
Demonstrated commercial acumen with experience leading renewal negotiations and building business cases for upsell/expansion.
Proven ability to meet and exceed commercial targets (renewal, retention, expansion).
Experience selling additional products into existing customers through multi-stakeholder buying groups.
Proven ability to develop trusted, long-term relationships with senior stakeholders.
Strong product aptitude: able to learn complex software quickly and demo confidently.
Ability to articulate value propositions and ROI clearly to legal and commercial audiences.
Highly organized with reliable follow-through, proactive risk identification, and accurate Salesforce forecasting.
Fluent in using AI tools (e.g., Claude) for account research, renewal preparation, and QBR materials, ensuring output accuracy.
Growth mindset and proactive approach, seeking and acting on feedback.
Ability to build constructive working relationships and provide respectful feedback.
Excellent written and verbal communication skills, including presenting to senior/executive contacts.
Experience with Salesforce or a similar CRM.
Willingness to travel regularly, including to the US.
Experience managing or mentoring junior team members (bonus).
Experience working in LegalTech (bonus).
Familiarity with legal workflows and transaction management processes (bonus).
Comfortable reading and negotiating commercial terms (bonus).

Skills

Account Management
B2B SaaS
Salesforce
CRM
AI Tools
Claude
Negotiation
Commercial Acumen
Relationship Building
Product Demos
ROI Analysis
Communication
Presentation Skills
Mentorship

Location

London, UK
US

Work Type

Hybrid
Full-time

Experience Level

Senior

Salary/Compensations

Competitive salary (depending on experience)

Benefits

25 days holiday per year (plus public holidays)
Early Finish Fridays (last Friday of every month)
Private Medical Insurance with Bupa
Healthshield Health Cash Plan
Pension with NEST
Personal Learning & Development budget
Enhanced parental leave policies
Opportunities for accelerated professional development and career progression
Supportive and talented team environment
Collaborative culture
Regular socials

About the Company

Legatics is a growing LegalTech scale-up focused on providing legal transaction experiences that everyone loves.
We aim to foster a diverse and inclusive working environment that empowers people to be creative, effective, and innovative.

Equal Opportunity

We welcome applications from everyone and are happy to make reasonable adjustments at any stage of the process.
We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation.
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.