Customer Success Executive

Legatics is transforming legal transaction management through intuitive, intelligent technology that removes manual work and helps legal teams collaborate more efficiently. We work closely with leading law firms to modernise deal execution and improve the experience for both lawyers and their clients. We are growing our Customer Success team and are looking for a proactive, enthusiastic Customer Success Executive to help us deliver exceptional experiences for our customers.

Role Overview

This is a junior-level role designed for individuals looking to start and grow a career in Customer Success within a high-growth legal tech company. As a Customer Success Executive, you will support the full customer lifecycle – from onboarding through adoption and ongoing support – ensuring that users get maximum value from the Legatics platform. You will play a key role in customer enablement, delivering adoption, managing a low-volume support inbox, owning the onboarding and offboarding processes, and contributing to customer health and retention. You will work closely with and learn from the Senior Customer Success Manager, while receiving strategic guidance from the VP, Customer.

What You'll Be Doing

• Onboarding
  • Support customer onboarding, including setting up new workspaces, delivering training sessions, and guiding users through best practices.
  • Conduct product demonstrations for new and existing customers with confidence, clarity, and enthusiasm.
  • Assist in driving customer adoption by understanding their workflows, identifying opportunities for optimisation, and reinforcing product value.
  • Continuously seek to improve training efficiency and reach through automation and AI-enhanced content creation.
• Customer Support & Engagement
  • Manage a low-volume support inbox, ensuring timely, high-quality responses and excellent customer satisfaction.
  • Troubleshoot user queries and collaborate with Product and Engineering teams when needed.
  • Maintain accurate customer records and interaction notes within the CRM and CS tools.
  • Assist in the creation and delivery of training materials (e.g., knowledge base articles, user guides, video tutorials).
  • Proactively identify opportunities to introduce AI-based tools to enhance support workflows, reporting and responsiveness.
  • Support creation of customer-facing resources, documentation, and guides to enhance self-service and product understanding.
• Customer Lifecycle Management
  • Assist with customer offboarding processes, ensuring smooth transitions and capturing feedback.
  • Monitor usage insights to identify opportunities for re-engagement or proactive outreach.
• AI-Enabled Work & Literacy
  • Leverage AI tools to enhance productivity in customer support, reporting, and communication.
  • Continuously develop AI literacy to improve workflows, analyse customer needs, and support automation initiatives.
• Collaboration & Continuous Improvement
  • Work closely with the Senior CSM to support overall customer strategies and priorities.
  • Provide actionable customer feedback to internal teams to drive product improvements.
  • Contribute to building a scalable, efficient Customer Success function as Legatics grows.

Team Culture

You would be working with a welcoming, inclusive, and committed team. Team culture is really important to us. We’re looking for someone excited to join as a key employee at this important stage in our growth — someone who brings fresh ideas and new perspectives to Legatics. You’ll have regular opportunities to collaborate with senior leadership and contribute directly to strategic conversations. We’re a friendly and passionate bunch with a wide range of interests, and we love to socialise together too, holding regular team events.

Requirements

What we need from you

• A strong interest in starting or growing a career in Customer Success.
• Excellent communication skills, both written and verbal.
• Take ownership, show adaptability and have a growth mindset.
• Enthusiastic, proactive, and eager to learn.
• Confident delivering demos or presentations to customers or small groups.
• Comfortable managing a support inbox with professionalism and attention to detail.
• Tech-savvy, with strong general digital literacy and a desire to deepen AI skills.
• Highly organised with an ability to prioritise multiple responsibilities.

Bonus Points (but don’t let these put you off applying)

• You have experience in a customer-facing role (support, sales, onboarding, hospitality, etc.).
• You’re familiar with SaaS tools or legal technology.
• You’ve had exposure to CRM or customer success platforms.
• You have an interest or background in the legal sector.

Benefits

What we offer you

• Salary of £35,000 (depending on experience).
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays – on the last Friday of every month, we finish at lunchtime!
• Pension with NEST.
• Personal Learning & Development budget.
• Enhanced parental leave policies so you can spend more time with your family.
• Lots of opportunities for accelerated professional development and career progression.
• Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
• A warm, genuinely collaborative culture and an awesome team; and Regular socials.

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. We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, 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.