Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Drive customer retention, build relationships, and ensure customer happiness as a Principal Customer Success Manager.
- Company: Legl is a fast-growing regtech/fintech platform transforming the legal industry with innovative solutions.
- Benefits: Enjoy competitive salary, share options, wellbeing budget, L&D budget, and fun team events.
- Why this job: Join a dynamic team, work on impactful projects, and thrive in a collaborative environment.
- Qualifications: Experience in Customer Success or Account Management, with strong relationship-building skills and data-driven insights.
- Other info: Diversity is key at Legl; we encourage applications from all backgrounds.
The predicted salary is between 43200 - 72000 £ per year.
About us:
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 (Series B ) 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. We’re not an environment that suits everyone – we thrive on breaking down problems to their essence, understanding the customer, making decisions quickly, and the mindset that every day matters. For the right individuals, this is an opportunity to thrive, be rewarded, and work on exciting, impactful projects alongside talented, like-minded people, while learning and developing at a fast pace.
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:
-
Develop and execute strategies to enhance retention and mitigate churn.
-
Identify and drive upsell and expansion opportunities within existing accounts.
-
Improve Net Revenue Retention (NRR) through data-driven insights.
-
Ensure high customer satisfaction (NPS, CSAT) with tailored success plans.
-
Build customer advocacy through referrals, case studies, and testimonials.
-
Leverage CRM and success tools (Hubspot, Salesforce, Gainsight) for efficiency.
-
Act as a trusted advisor, aligning customer goals with our solutions.
-
Maintain strong relationships with senior stakeholders (C-suite, VPs, Directors).
-
Lead Executive/Quarterly Business Reviews (virtually and in-person/onsite). .
-
Collaborate cross-functionally with Sales, Product, and Support to enhance the customer experience.
-
Coaching & mentoring other CSMs to elevate team performance.
Who you are:
-
Experienced: 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: Proven success in retention, expansion, and building deep customer relationships
-
Customer-Centric: Passionate about driving customer happiness and long-term success.
-
Data-Driven: Strong ability to analyze customer health and take proactive actions.
-
Influential: Skilled in managing and influencing senior stakeholders.
-
Tech-Savvy: Proficient in CRM and Customer Success platforms (Hubspot, Salesforce, Gainsight, etc.).
-
Collaborative: 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 .
-
£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
-
£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.
#J-18808-Ljbffr
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
Familiarize yourself with the legal tech landscape. Understanding the specific challenges and needs of law firms will help you position yourself as a knowledgeable partner during interviews.
✨Tip Number 2
Highlight your experience in customer success or account management, especially within B2B environments. Be ready to share specific examples of how you've driven retention and built strong relationships with clients.
✨Tip Number 3
Prepare to discuss data-driven strategies you've implemented in previous roles. Being able to demonstrate your analytical skills and how they contributed to customer satisfaction will set you apart.
✨Tip Number 4
Showcase your collaborative mindset. Be ready to talk about how you've worked cross-functionally with sales, product, and support teams to enhance the customer experience, as this is crucial for the role.
We think you need these skills to ace Principal Customer Success Manager
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Legl's mission and values. Highlight your alignment with their agile, ambitious, and collaborative environment in your application.
Tailor Your CV: Make sure your CV reflects your experience in Customer Success or Account Management, especially in fast-paced environments. Emphasize your ability to build strong relationships and drive customer happiness.
Craft a Compelling Cover Letter: In your cover letter, discuss specific examples of how you've successfully retained customers and identified growth opportunities. Show your passion for enhancing customer experiences and your strategic mindset.
Showcase Your Data-Driven Approach: Mention any experience you have with data analysis and how it has informed your decisions in previous roles. This is crucial for demonstrating your ability to improve Net Revenue Retention and customer satisfaction.
How to prepare for a job interview at Legl
✨Understand the Company Mission
Before your interview, make sure you fully grasp Legl's mission to modernize the legal industry. Be prepared to discuss how your experience aligns with their goals and how you can contribute to their vision of enhancing customer success.
✨Showcase Your Customer-Centric Approach
As a Principal Customer Success Manager, demonstrating your passion for customer happiness is crucial. Prepare examples from your past roles where you've successfully driven customer satisfaction and retention, highlighting your strategic thinking and data-driven insights.
✨Prepare for Stakeholder Management Questions
Given the importance of building relationships with senior stakeholders, be ready to discuss your experience in managing and influencing C-suite executives. Share specific instances where you've navigated complex stakeholder dynamics to achieve positive outcomes.
✨Highlight Your Collaborative Spirit
Legl values collaboration across teams. Be prepared to discuss how you've worked cross-functionally in previous roles, particularly with Sales, Product, and Support teams, to enhance the overall customer experience and drive success.
