At a Glance
- Tasks: Own client relationships, drive AI adoption, and ensure customer success.
- Company: Join Draftwise, a leading AI innovator in the legal industry.
- Benefits: Flexible remote work, competitive salary, equity, and private medical care.
- Other info: Opportunity to shape processes and build something impactful in a fast-paced environment.
- Why this job: Be part of a transformative tech shift in law and help clients succeed with AI.
- Qualifications: 5+ years in customer-facing SaaS roles and strong communication skills.
The predicted salary is between 70000 - 90000 £ per year.
About Draftwise
Draftwise is at the forefront of AI in the legal industry, building a secure knowledge platform that helps lawyers at elite law firms draft, negotiate, and review contracts faster and with an edge over their competitors. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients, combining the latest in machine learning, language analytics, and generative AI to help legal professionals work smarter and write better, safer contracts.
A few reasons to join Draftwise:
- Our core offering has achieved product-market fit, proven by partnerships with leading Vault 10, Magic Circle, and Am Law 100 firms.
- Our founding team is composed of former Palantir and Google engineers alongside an experienced lawyer from a top global law firm.
- We recently raised $20M in our Series A, backed by Y-Combinator and Index Ventures.
- We are fully remote, with co-working options in major US and European cities.
- We are at the cutting edge of applied AI in legal, building tools that are genuinely changing how lawyers work.
- Our users love what we build, and the best is still ahead of us.
About the Role
As a Senior Customer Success Manager at Draftwise, you will own client relationships end to end, from onboarding and adoption through retention and expansion. You will be the person helping lawyers and legal teams understand and unlock the full power of AI in their day-to-day work, turning curiosity about the technology into deep, sustained usage that delivers real outcomes for their clients. Your primary focus is driving meaningful engagement and measurable value for every customer in your portfolio: accelerating adoption of AI-powered workflows, deepening usage across practice groups and matter types, and ensuring lawyers at your firms become committed advocates for the product. You will serve as the voice of your users across the organization, translating their feedback into product insights and partnering directly with our product team to shape what we build next. As we scale rapidly, you will also help design the systems and processes that let us deliver this level of partnership to more customers over time. This is a high-ownership role on a small, fast-moving team working on one of the most consequential technology shifts in the legal industry. You will have the autonomy to shape how we work, the opportunity to build something from the ground up, and the satisfaction of seeing your customers win with AI.
What We Value
- Strong communication skills and a genuine commitment to transparency.
- The ability to work independently and make sound decisions with minimal direction.
- A collaborative mindset and low-ego approach to cross-functional work.
- Comfort operating in a dynamic environment where priorities evolve.
- Genuine curiosity about AI and how it can transform the way professionals work.
About You
We’re looking for someone who has:
- Exceptional communication and relationship-building skills, with a track record of earning trust at senior stakeholder levels.
- Proven ability to drive engagement, retention, and expansion in a B2B SaaS environment.
- Experience owning net revenue retention and expansion metrics for a defined book of business.
- Passion for seeing customers succeed and turning satisfied users into vocal advocates for AI-powered tools.
- Experience managing large-scale software rollouts in complex organizational environments, ideally involving AI or technically sophisticated products.
- Experience designing training programs that help non-technical users build confidence with new technology.
- Comfort with data: pulling reports, tracking health metrics, and translating numbers into action.
- Enthusiasm for AI and a desire to stay close to a fast-moving product.
- Interest in the legal industry or language analytics.
- 5+ years in a customer-facing SaaS role.
It’s also great if you have:
- Experience in legaltech or working with law firms.
- Hands-on experience with AI tools, whether in a professional or personal context.
- Experience designing scalable CS processes at an early-stage or high-growth company.
- A track record of identifying and executing upsell and expansion opportunities.
What We Offer
- Flexible, fully remote work with optional co-working in major cities.
- Competitive salary with meaningful equity at Series A, in a company at the center of the AI moment in legal.
- Private medical care.
- New laptop and home office stipend.
- Generous PTO and sick leave.
Senior Customer Success Manager (London) employer: DraftWise
Draftwise is an exceptional employer that stands at the cutting edge of AI in the legal industry, offering a fully remote work environment with co-working options in major cities. Employees enjoy a competitive salary, meaningful equity, and generous benefits including private medical care and a home office stipend, all while being part of a dynamic team that values transparency, collaboration, and innovation. With ample opportunities for professional growth and the chance to shape the future of legal technology, Draftwise is committed to empowering its employees to drive meaningful impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DraftWise. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DraftWise before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DraftWise:Your cover letter is your chance to shine! Tell us why you want to work at DraftWise specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DraftWise!
How to prepare for a job interview at DraftWise
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
