At a Glance
- Tasks: Drive customer success by managing high-value accounts and building strategic partnerships.
- Company: Join Legl, a fast-growing tech company revolutionising legal services.
- Benefits: Competitive salary, growth opportunities, and a dynamic work environment.
- Other info: Be part of a collaborative team that values innovation and strategic thinking.
- Why this job: Make a real impact in the legal sector while utilising cutting-edge technology.
- Qualifications: Proven experience in customer success or account management with a focus on revenue growth.
The predicted salary is between 60000 - 80000 £ per year.
Hi We’re Legl. Legl is building the operating system for modern legal services. We help law firms and regulated businesses replace manual, fragmented workflows with intelligent software from client onboarding and compliance to payments, risk, and reporting. Legal work is high-stake - it’s regulated, complex, and deeply impactful - and our mission is to help regulated firms grow faster, run their businesses more profitably, manage risk intelligently, and deliver great client experiences. We’re backed by leading European VCs, scaling quickly, partnered with over 600 law firms including 50 of the UK’s top 200, launched in the UK and Australia - and entering our next phase of growth.
We Work Best When:
- AI is the central-operating model: not a tool or a future plan - but assumed in the way we operate.
- Decisions live with people: you're trusted to make calls and own them.
- Think deeply, execute quickly: speed and rigour, not speed or rigour.
What You’ll Do:
- Own a book of ~30-35 high-value, high-growth accounts and the commercial numbers against them.
- Embed yourself as a strategic partner with your firms: building strong relationships with stakeholders, understanding their problems, articulating where the Legl product solves their challenges and championing your customers' needs and experience with the Product team where it doesn’t.
- Deeply understand the strategic objectives of our firms and the problems they solve – tailoring our experience and service to drive adoption and long‑term advocacy.
- Build above‑the‑line relationships – get beyond your day‑to‑day champion to the decision‑makers, and run QBRs/EBRs that connect Legl to the firm's real business priorities rather than ticking a box.
This Role Is a Great Fit If…:
- You’ve carried and beaten an expansion or NRR number in a CS or AM role – owning revenue isn't new to you.
- You bring sales discipline to CS – qualify with MEDDIC (or similar), keep a clean forecast you'd stake your number on, and multi‑thread every strategic account.
- You think like a commercial operator: you spot whitespace, create urgency, and close.
- You’re comfortable in the room with senior stakeholders (partners, MPs, COOs) and can hold a business conversation, not just a product one.
- You use a sales methodology instinctively (MEDDIC / MEDDPICC) and run a disciplined pipeline and forecast.
- You’re energised by a smaller book of high‑value, complex accounts where depth beats volume.
- You want to build the expansion motion, not just maintain accounts – and you'll use AI to cover more ground.
This Role Is Not a Great Fit If…:
- You see CS as reactive support and relationship‑keeping rather than owning a revenue number.
- You’re uncomfortable initiating commercial conversations or pushing for the close.
- You’d rather follow a finished playbook rather than build the motion as you go.
- You prefer managing a high volume of low‑touch accounts to going deep on a few.
Senior Customer Success Manager employer: Legl
At Legl, we pride ourselves on being an exceptional employer that fosters a dynamic and innovative work culture. As a Senior Customer Success Manager, you'll thrive in an environment that values your expertise and empowers you to build meaningful relationships with high-value clients, all while leveraging cutting-edge AI technology. With ample opportunities for professional growth and a commitment to employee well-being, Legl is the perfect place for those looking to make a significant impact in the legal services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Legl. 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 Legl 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
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 Legl:Your cover letter is your chance to shine! Tell us why you want to work at Legl 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 Legl!
How to prepare for a job interview at Legl
✨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.
