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About the Role
As a Senior Customer Success Manager at Legatics, you will be the adoption expert for strategic law firm accounts, focusing on onboarding, training, and ensuring platform utilization across practice groups. You will collaborate with Account Managers, lead enablement efforts, and contribute to shaping the Customer team's operational model. This role is crucial in helping law firms maximize value from the Legatics platform.
Responsibilities
- Lead onboarding and implementation for new customers and practice groups, including workspace setup, templates, integrations, and initial live matter setup.
- Run accelerated onboarding for customers on a proof of value to demonstrate clear results before contract deadlines.
- Design and deliver end-user and practice-area training, workshops, and webinars, both in-person and online.
- Conduct in-depth product demos to showcase new use cases and advanced product features.
- Communicate new releases to users, highlighting changes and value propositions.
- Build and equip internal champions within customer organizations and identify future advocates.
- Scale enablement efforts using tools like Claude for training materials, knowledge base content, and usage reporting.
- Co-develop account and adoption plans with Account Managers, focusing on usage analysis, adoption strategy, and recommendations.
- Drive adoption across different offices and practice groups by implementing enablement strategies.
- Map user groups, champions, and active users in Salesforce, complementing the buyer-group map.
- Produce monthly and intermediate usage reports and provide data for QBRs and check-ins.
- Propose next steps for check-ins and QBRs and participate when invited by the Account Manager.
- Track account health and usage, identifying churn risks and expansion opportunities for Account Managers.
- Ensure renewal readiness by confirming training and live matter status for all contracted practice groups and logging any product or support issues.
- Debrief Account Managers after customer interactions, noting engagement levels and discussion points.
- Identify and flag successful champions and strong results to Account Managers as potential success stories.
- Collaborate with the team on support and escalations, providing first-line triage when necessary.
- Collect user feedback and feature requests, logging them and representing the customer perspective to the Product team.
- Conduct in-region end-user training visits to assigned accounts.
- Support Account Managers on senior stakeholder visits and customer events requiring product expertise.
- Act as a senior voice within the Customer team, sharing knowledge and best practices to improve overall customer success standards.
- Support the onboarding and development of junior team members through coaching and guidance.
- Collaborate with the VP, Customer on strategic initiatives to evolve the team's approach to onboarding, adoption, and customer health.
Requirements
- Substantial experience in B2B SaaS customer success with a proven track record of driving adoption across a portfolio of accounts with large user bases.
- Hands-on experience leading onboarding and implementation, including platform setup, configuration, and integrations.
- Confidence in designing and delivering training, workshops, and demos to users at all levels, both in-person and online.
- A data-informed approach, translating usage and health data into clear reports, insights, and actionable recommendations.
- Proven ability to build champions and foster strong relationships with end-users across diverse teams and offices.
- Strong product aptitude, with the ability to quickly learn complex software and explain it clearly.
- An organized and calm approach to support and triage, with experience in effective escalation to product and engineering teams.
- A strong collaborative partner to commercial colleagues, sharing insights proactively, keeping account owners informed, and knowing when to involve them.
- Proficiency in using AI tools in daily work, demonstrating experience with tools like Claude or similar for scaling enablement and insight.
- Ability to show measurable adoption growth resulting from led enablement efforts.
- A growth mindset and proactive approach, seeking feedback, acting on it, and demonstrating adaptability.
- Ability to build constructive working relationships across teams, including providing respectful feedback.
- Excellent written and verbal communication skills, including presenting to large groups and senior stakeholders.
- Experience with Salesforce or a similar CRM.
- Willingness to travel regularly, including to the US.
- Experience mentoring or coaching junior team members in a customer success setting (bonus).
- Experience working in LegalTech (bonus).
- Familiarity with legal workflows and transaction management processes (bonus).
- Familiarity with APIs and AI integrations (bonus).
Skills
- Customer Success Management
- B2B SaaS
- Onboarding
- Implementation
- Platform Setup
- Configuration
- Integrations
- Training Delivery
- Workshop Facilitation
- Product Demos
- Data Analysis
- Reporting
- Insight Generation
- Relationship Building
- Champion Building
- Product Aptitude
- Software Learning
- Support Triage
- Escalation Management
- Collaboration
- AI Tools
- Salesforce CRM
- Mentoring
- Coaching
- LegalTech
- Legal Workflows
- Transaction Management
- APIs
- Written Communication
- Verbal Communication
- Presentation Skills
Location
- London, UK
- US
Work Type
- Hybrid
- Full-time
- Travel required
Experience Level
- Senior
- Substantial experience in B2B SaaS customer success
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 leading LegalTech scale-up focused on providing legal transaction experiences that users love.
- We foster a diverse and inclusive working environment to empower creativity, effectiveness, and innovation.
- We are committed to building a diverse team and continuously improving our processes to achieve this.
Equal Opportunity
- We welcome applications from everyone and are happy to make reasonable adjustments at any stage of the process.
- We do not 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.