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- Tasks: Support customers from onboarding to ongoing support, ensuring they maximise value from our platform.
- Company: Join a fast-growing legal tech company transforming transaction management with innovative technology.
- Benefits: Enjoy a competitive salary, 25 days holiday, early finish Fridays, and a personal development budget.
- Why this job: Kickstart your career in Customer Success while working with cutting-edge AI tools and a supportive team.
- Qualifications: Strong interest in Customer Success, excellent communication skills, and a proactive attitude.
- Other info: Be part of a diverse, inclusive culture with opportunities for professional growth and regular team socials.
The predicted salary is between 28000 - 42000 £ per year.
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.
This role is ideal for someone who takes initiative, is curious, eager to learn, comfortable with technology (including AI tools), and excited about building strong relationships with customers.
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
- 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
- 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
- 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.
Seniority level: Entry level
Employment type: Full-time
Job function: Customer Service
Industries: IT Services and IT Consulting
Customer Success Executive in London employer: Legatics
Contact Detail:
Legatics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive in London
✨Tip Number 1
Network like a pro! Reach out to people in the legal tech space, especially those at Legatics. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by practising common Customer Success scenarios. Think about how you'd handle onboarding or support queries. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with AI tools and SaaS platforms. Being comfortable with technology will set you apart and show us you're ready for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Success Executive in London
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for Customer Success shine through! We want to see that you're excited about helping customers and eager to learn. A sprinkle of personality can make your application stand out.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. Highlight any relevant customer-facing roles or tech-savvy experiences you have. We love seeing how you connect your background to what we do!
Be Clear and Concise: Keep your writing clear and to the point. Use bullet points where necessary to make it easy for us to read. Remember, we’re looking for excellent communication skills, so show us you can express your thoughts effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Legatics
✨Know the Product Inside Out
Before your interview, make sure you understand Legatics and its platform. Familiarise yourself with their features, benefits, and how they help legal teams. This will not only show your enthusiasm but also allow you to discuss how you can contribute to customer success.
✨Showcase Your Communication Skills
As a Customer Success Executive, communication is key. Practice articulating your thoughts clearly and confidently. You might even want to prepare a mock demo of the product to demonstrate your ability to convey information effectively to customers.
✨Emphasise Your Tech Savviness
Since the role involves using AI tools and CRM systems, be ready to discuss your experience with technology. Share examples of how you've used tech in previous roles or how you're eager to learn new tools to enhance customer support.
✨Demonstrate Your Proactive Mindset
Legatics values initiative and a growth mindset. Prepare examples from your past where you took the lead on a project or identified an opportunity for improvement. This will highlight your readiness to contribute positively to the team.
