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For Companies At a Glance
- Tasks: Drive customer retention, build relationships, and ensure customer happiness.
- Company: Legl is a fast-growing regtech/fintech platform transforming the legal industry.
- Benefits: Competitive salary, share options, wellbeing budget, L&D budget, and regular team events.
- Why this job: Join a dynamic team, work on impactful projects, and develop your skills rapidly.
- Qualifications: Experience in Customer Success or Account Management with strong relationship-building skills.
- Other info: Diversity is valued; we encourage applications from underrepresented communities.
The predicted salary is between 43200 - 72000 £ per year.
Legl is a fast-growing, B2B regtech/fintech platform with a mission to bring the legal industry into the 21st century. We’re backed by some of the best venture investors in Europe and we are scaling quickly on our next phase of growth. Our mission is to make legal services work better for law firms and their clients. Since launching just over 4 years ago, we’re proud to partner with over 350 law firms, including 40 of the UK’s top 200, and some of their regulated clients as well. The Legl team is agile, ambitious, and collaborative.
The Role: We are looking for a Principal Customer Success Manager (CSM) to drive customer retention, foster deep stakeholder relationships, and ensure overall customer happiness. As a strategic advisor to our key customers, you will play a crucial role in maximising customer value, reducing churn, and identifying growth opportunities.
The Customer Success team at Legl has three objectives:
- Customer Retention & Expansion
- Customer Happiness & Advocacy
- Stakeholder Relationship Building
You will be responsible for:
- Developing and executing strategies to enhance retention and mitigate churn.
- Identifying and driving upsell and expansion opportunities within existing accounts.
- Improving Net Revenue Retention (NRR) through data-driven insights.
- Ensuring high customer satisfaction (NPS, CSAT) with tailored success plans.
- Building customer advocacy through referrals, case studies, and testimonials.
- Leveraging CRM and success tools (Hubspot, Salesforce, Gainsight) for efficiency.
- Acting as a trusted advisor, aligning customer goals with our solutions.
- Maintaining strong relationships with senior stakeholders (C-suite, VPs, Directors).
- Leading Executive/Quarterly Business Reviews (virtually and in-person/onsite).
- Collaborating cross-functionally with Sales, Product, and Support to enhance the customer experience.
- Coaching & mentoring other CSMs to elevate team performance.
Who you are:
- Experienced in Customer Success, Account Management, or a similar role, with a proven ability to add value and build strong relationships with law firms in a fast-paced environment.
- Strategic with proven success in retention, expansion, and building deep customer relationships.
- Customer-Centric and passionate about driving customer happiness and long-term success.
- Data-Driven with a strong ability to analyze customer health and take proactive actions.
- Influential and skilled in managing and influencing senior stakeholders.
- Tech-Savvy and proficient in CRM and Customer Success platforms (Hubspot, Salesforce, Gainsight, etc.).
- Collaborative and comfortable working cross-functionally with internal teams.
What’s in it for you: We all share in Legl’s success. Everyone at Legl receives a competitive salary & share options, a £250 per year wellbeing budget to spend on anything which contributes to you being your best self, access to support sessions with a professional therapist, and a £1,000 per year L&D budget to prioritise your continued development. We love to get together regularly: from Hackathons to Summer & Winter Parties. An opportunity to join a well-funded, highly ambitious post-Series B startup.
Diversity: At Legl, we believe that diversity drives innovation and success. We are committed to fostering an inclusive environment where everyone feels empowered to bring their authentic selves to work. By embracing diverse perspectives, backgrounds, and experiences, we strengthen our ability to deliver meaningful solutions. We actively encourage applications from individuals of underrepresented communities and are dedicated to creating a workplace where all voices are heard, valued, and respected.
Principal Customer Success Manager employer: Legl
Contact Detail:
Legl Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Customer Success Manager
✨Tip Number 1
Familiarise yourself with the legal industry and the specific challenges law firms face. Understanding their pain points will help you demonstrate how your experience can directly address their needs during interviews.
✨Tip Number 2
Network with professionals in the legal tech space, especially those who have experience in customer success roles. Engaging with them can provide insights into the role and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific metrics related to customer retention and satisfaction that you've achieved in previous roles. Being data-driven is crucial for this position, so showcasing your analytical skills will set you apart.
✨Tip Number 4
Demonstrate your collaborative spirit by sharing examples of how you've worked cross-functionally in the past. Highlighting your ability to work with sales, product, and support teams will resonate well with Legl's team-oriented culture.
We think you need these skills to ace Principal Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success or Account Management, particularly within the legal or fintech sectors. Use specific examples that demonstrate your ability to build strong relationships and drive customer retention.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how it aligns with Legl's mission. Mention your strategic approach to enhancing customer happiness and retention, and provide examples of how you've successfully managed stakeholder relationships in the past.
Showcase Data-Driven Achievements: Include quantifiable achievements in your application that showcase your data-driven mindset. For instance, mention any improvements in Net Revenue Retention (NRR) or customer satisfaction scores (NPS, CSAT) that you have achieved in previous roles.
Demonstrate Cultural Fit: Legl values agility, collaboration, and a customer-centric approach. In your application, highlight experiences that reflect these values, such as working cross-functionally with teams or leading initiatives that improved customer experiences.
How to prepare for a job interview at Legl
✨Understand the Company Culture
Before your interview, take some time to research Legl's culture and values. They thrive on agility, collaboration, and problem-solving, so be prepared to discuss how your experiences align with these traits.
✨Showcase Your Customer Success Experience
Highlight your previous roles in Customer Success or Account Management, focusing on specific examples where you drove retention and built strong relationships. Be ready to discuss metrics like NPS or CSAT that demonstrate your impact.
✨Prepare for Data-Driven Discussions
Since the role requires a data-driven approach, come equipped with examples of how you've used data to inform decisions or strategies in past positions. This will show your analytical skills and ability to drive customer value.
✨Engage with Cross-Functional Collaboration
Legl values collaboration across teams, so be prepared to discuss how you've worked with Sales, Product, or Support in the past. Share specific instances where your collaborative efforts led to improved customer outcomes.
