Customer Success Manager

 

About Legatics

 

Legatics is one of the world’s leading LegalTech scale-ups. We put users at the heart of our design to provide legal transaction experiences that everybody loves and are on a mission to transform the $600bn market for legal services worldwide. 

 

Our customers include some of the world’s top law firms, such as Allen & Overy, Hogan Lovells, Herbert Smith Freehills, Shearman & Sterling and Watson Farley & Williams.

 

The role

 

As a Customer Success (CS) Manager, you will be responsible for the long term success of our Legatics end users globally.

 

The CS team’s mission is to help customers drive adoption of the Legatics platform within their firms, identify opportunities to empower our end users, and provide valuable product feedback to ensure users get the most out of our software.

 

We are looking for someone with 2yrs+ of customer-facing experience in either a CSM, Operations or Implementation role ideally in a SaaS company. We would expect you to be passionate about strategically driving successful customer and user outcomes.

 

Responsibilities

 

Key relationships

 

  • Support team - manage the support function that sits within the CS team.

  • Product teams - consult and collaborate on feedback processes.

  • Engineering team - escalate, understand and resolve technical issues and solutions.

  • Business Development team - run efficient and effective handover and onboarding.

  • Engagement team - provide insights on user adoption, customer growth, health and risk.

  • Marketing - create customer-facing resources, contribute to marketing materials and presentations on an ad hoc basis.

 

Project and Process Management

 

  • Define, launch and drive strategic and operational enhancements to the CS team’s processes.

  • Put in place Standard Operating Procedures and KPIs

  • Be accountable for managing risk, forecasting user adoption accurately and spotting and driving growth opportunities. 

  • Work closely with the Head of Customer Success to refine and improve current CS operations and be proactive in driving new projects and initiatives.

  • Organise and analyse data outputs, e.g. using Excel, Google sheets or other tools.

 

User Journey Insights

 

  • Manage a broad portfolio of our user base in a personalised way, by reaching out for feedback and providing product education assistance as part of the user journey.

  • Develop new and creative ways to bring successful moments to the user journey through automation of tailored communications. 

  • Create and deliver success plans and success reviews with our customers to optimise their usage of Legatics and constantly drive value.

  • Coordinate with the Engagement team to ensure we are capturing customer stories that lead to referrals, testimonials and case studies.

 

Product Education

 

  • Become a subject matter expert on the Legatics platform and its capabilities, and be on hand to consult, scope and manage ad hoc projects related to the product roadmap.

  • Ensure the team and the wider company maintains a deep understanding of the Legatics product and use cases.

  • Advocate for our customers and users internally by delivering informed, quantified feedback, especially ensuring this is clearly communicated to our Product team.

  • Provide regular platform training for the wider teams and partner with them to identify knowledge gaps and implement consistency improvements. 

  • Identify, track and report on key product and user metrics for the company that will better inform decision-making around customer opportunities and retention risks.

 

We need to be accessible to our customers at all times, this means that you will be expected to be available out of hours and weekends from time to time.

 

What we need from you:

 

  • a right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage);

  • an ability to work from our London office once or twice a week for team meetings etc.;

  • a commitment to develop a deep understanding of legal technology;

  • a willingness to engage with and present to senior stakeholders in law firms;

  • to have high standards of integrity and trust;

  • to be self-motivated and willing to work independently where required to complete projects successfully; 

  • a commitment to developing strong communication, listening, presentation, and negotiation skills;

  • an enthusiasm and willingness to learn in order to perform the above in a dynamic and rapidly changing scale-up environment.

 

Bonus points for the following (but don’t worry, these are not essential):

 

  • exposure to legal practice, law firms or lawyers;

  • familiarity with customer relationship management software;

  • another European language.

 

What we offer you:

 

  • an opportunity to help grow one of the world’s leading LegalTech scale-ups;

  • a chance to work with some of the world’s leading firms and meaningfully and lastingly change how the legal industry operates;

  • training and support on our product, the legal technology market and the role;

  • £100 personal learning & development budget;

  • a warm, genuinely collaborative culture and an awesome team;

  • regular socials - currently held virtually but returning to in-person soon;

  • Flexible working hours;

  • 25 days holiday per year;

  • Laptop;

  • Pension with NEST;

  • Salary starting at £34,000, dependent on experience.

 

Who would you be working with? 

 

You would be working with a welcoming, inclusive and committed team. 

 

Team culture is really important to us. We are looking for someone who is excited to join us as a key employee at this important stage in our growth and who will bring new and exciting perspectives to Legatics. We are a friendly and passionate bunch with a wide range of interests. We love to socialise together too, holding regular team events.

 

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. 

 

How to apply

 

Please send an email to jobs@legatics.com with the subject line “CS Manager #00009 [your name]”,  a short paragraph setting out your motivations for applying, why you think that you would be a good fit and attaching your CV. If we think you are suited to the role, we will invite you for an initial virtual coffee catch-up to allow you to learn more about the company and the role. 

No recruiters please.