At a Glance
- Tasks: Lead onboarding and ensure customers maximise value from our legal knowledge platform.
- Company: Join FromCounsel, the UK's top legal knowledge platform trusted by leading law firms.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic startup environment with excellent career advancement opportunities.
- Why this job: Make a real impact in the legal sector while building strong relationships with clients.
- Qualifications: 2-5 years in Customer Success or similar roles, preferably in legal tech.
The predicted salary is between 40500 - 49500 £ per year.
From Counsel is the UK’s leading legal knowledge platform, trusted by over 90% of the UK’s top 100 corporate law firms and all Big Four accountants.
The platform delivers in-depth, fully maintained legal knowledge, automated document services, and interactive e-learning.
All content is developed with input from barristers at leading Chambers and senior knowledge lawyers at top City firms.
Subscribers, from Trainees to Partners, General Counsel, and Company Secretaries rely on From Counsel as their single source of truth for English company law.
The business is growing rapidly, adding new products to the existing suite (FC Corporate, FC Employment, FC R&I, FC Learning, FC Automated Documents) and expanding into new audience segments.
About the Role
We are looking for a commercially minded Customer Success and Onboarding Manager to join From Counsel at an exciting stage of growth.
You will own the post-sales experience for a portfolio of law firm and in-house legal team subscribers, from onboarding through adoption, renewal and expansion, ensuring every customer derives maximum value from From Counsel’s range of services, including FC Corporate, FC Employment, FC R&I, FC Learning and FC Automated Documents.
You will also contribute in a pre‑sales capacity as a trusted advisor regarding our onboarding process.
Reporting to the Head of Customer Success while working closely with Sales, Account Management, Product, the Editorial team and Marketing, you will run structured onboarding programmes, monitor subscriber health and engagement, help manage renewals, and nurture expansion opportunities surfaced in discovery calls.
Legal knowledge platforms require genuine relationships with technically sophisticated users: this is a role for someone who combines strong commercial instincts with intellectual curiosity, a proactive and entrepreneurial approach, and a genuine interest in the legal sector.
Key Responsibilities
- Onboarding & Platform Adoption
- Lead structured onboarding for new subscriber firms, ensuring fee earners and knowledge lawyers understand and adopt the full product suite (FC Corporate, FC Employment, FC R&I, FC Learning, FC Automated Documents and new services).
- Deliver live and virtual training sessions tailored to different user groups: Trainees, Associates, Partners, PSLs and Company Secretaries.
- Develop and maintain onboarding materials, training scripts and adoption playbooks in partnership with the editorial and product teams.
- Track activation milestones and resolve blockers that slow time-to-value within subscriber firms.
- Relationship Management & Health Monitoring
- Own a defined portfolio of firm and in‑house accounts as the primary post‑sale point of contact throughout the subscription lifecycle.
- Monitor usage data, login activity and engagement signals across subscriber firms to identify health risk and expansion opportunity.
- Conduct regular check‑ins, annual reviews and success planning conversations with key contacts including Partners, Knowledge Directors and Head of Legal.
- Act as a knowledgeable, trusted partner.
You should use customer discovery to understand lawyers’ workflows, challenges and pressures, identifying opportunities for From Counsel to address them.
- Retention, Renewal & Growth
- Manage renewal cycles proactively, building strong commercial cases and reducing churn across the portfolio.
- Identify, flag and nurture cross‑sell and upsell opportunities (e. g. adding FC Employment, FC Automated Documents or FC Learning to an existing FC Corporate subscriber) for the Sales team to progress.
- Support Net Revenue Retention targets through deep product adoption and strategic account planning.
- Voice of the Customer & Internal Collaboration
- Gather structured feedback from subscribers on content quality, platform usability and feature needs; surface themes to Product and Editorial teams.
- Build referenceable relationships that support case studies, testimonials and peer referrals.
- Partner with Sales and Account Management to ensure seamless commercial handoffs and a consistent subscriber experience.
- Champion the subscriber perspective in internal discussions on product roadmap, content priorities and go‑to‑market strategy.
- Maintain accurate CRM records covering subscriber health, activity, renewal dates and expansion signals.
- Report on KPIs including onboarding completion rate, platform adoption scores, NPS/CSAT, renewal rate and NRR.
- Contribute to the ongoing development of CS processes, playbooks and tooling as the function scales.
- Work closely with the Head of Customer Success to agree portfolio priorities and coordinate proactive onboarding, adoption and retention activity.
- Partner with the Head of Customer Success to turn customer insights and usage data into practical improvements to onboarding, playbooks and the subscriber experience.
- What We Are Looking For
- 2–5 years’ experience in a Customer Success, Account Management, Product Specialist or similar role, with experience in legal technology, legal knowledge or closely related services, and good exposure to the legal market.
- Demonstrable track record of working cross‑functionally in a software company to deliver measurable impact on retention and adoption.
- Customer‑facing experience working directly with highly educated, time‑pressured professionals: lawyers, partners and senior legal practitioners.
- Experience using CRM and CS tools (e. g. Salesforce, Hub Spot, Churn Zero, Intercom or similar).
- Data‑driven and organised: able to use health dashboards and usage data to prioritise portfolio activity and pre‑empt risk.
- Excellent communication skills, written and verbal; able to run engaging training sessions and senior‑level account reviews.
- Familiarity with the legal sector, legal technology landscape, or legal knowledge services (law firms and in‑house teams).
- Experience in a fast‑growing startup or scale‑up where processes are still being built and defined.
- Understanding of subscription revenue dynamics: NRR, GRR, churn, upsell and cross‑sell.
- Interest in legal content or corporate law, with a good understanding of AI concepts and an interest in the application of AI within legal workflows and legal technology.
- What Success Looks Like
In your first 90 days
- New subscribers are onboarded through a consistent, structured process with clear time‑to‑value milestones.
- Full portfolio visibility in CRM with health scores established and renewal pipeline mapped.
- Strong working relationships built across key accounts; any at‑risk accounts identified and actively managed.
- Areas for improvement beyond your immediate scope identified and thoughts/ideas discussed internally.
Ongoing measures of success
- High renewal rates and strong Net Revenue Retention across the portfolio.
- Deep platform adoption across product lines and user types within subscriber firms.
- Positive NPS and CSAT, with a growing base of referenceable, advocacy‑stage customers.
- Structured feedback loop informing Product and Editorial roadmap decisions.
- Applications
This role is based at our central London office but with full flexibility for remote working. Salary is dependent on experience.
From Counsel Ltd is committed to protecting your privacy, we will process and hold your CV for 6 months.
From Counsel is an equal opportunities employer and a member of the Disability Confident scheme.
Applicants must have the right to work in the UK without any restrictions.
Customer Success & Onboarding Manager in London employer: FromCounsel Limited
FromCounsel Limited is an attractive employer due to its commitment to professional development and a supportive work environment. The company emphasizes work-life balance while providing employees with the opportunity to engage with cutting-edge legal developments. With a strong client base among top corporate law firms, employees can expect stability and growth within a rapidly expanding business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Onboarding Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FromCounsel Limited. 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 FromCounsel Limited 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 Customer Success & Onboarding Manager in 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 FromCounsel Limited:Your cover letter is your chance to shine! Tell us why you want to work at FromCounsel Limited 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 FromCounsel Limited!
How to prepare for a job interview at FromCounsel Limited
✨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.
