At a Glance
- Tasks: Manage strategic client relationships and drive adoption of Wexler’s platform for elite law firms.
- Company: Join a rapidly growing tech company transforming the legal landscape with generative AI.
- Benefits: Competitive salary, equity, learning budget, and bi-annual team retreats.
- Other info: Dynamic office environment in London with significant growth opportunities.
- Why this job: Be a key player in shaping customer success and make a real impact in the legal industry.
- Qualifications: 2-5 years in client-facing roles; strong communication and analytical skills required.
The predicted salary is between 60000 - 75000 £ per year.
Location: London
Employment Type: Full time
Department: Wexler
About the Role
The litigation landscape is changing forever thanks to generative AI. Customer Success is at the centre of this shift. We are looking for an ambitious, commercially minded Customer Success Lead to join our growing London team as the second Customer Success hire, helping the world’s top law firms on both sides of the Atlantic adopt, scale, and win with Wexler’s platform for expert litigators. This is a high-impact role for someone who wants to grow quickly. You will work directly with our Head of Customer Success, CEO, and Co-Founder to manage strategic client relationships, drive adoption, and help build the foundations of a world-class CS function.
You will own key customer accounts across the full lifecycle onboarding, training, adoption, renewal, and expansion ensuring every client sees measurable value from day one. You will become a trusted advisor to partners, associates, and litigation teams, helping them integrate Wexler into critical workflows and uncover new opportunities for impact. As employee number two in Customer Success, you will play a major role in shaping how we scale customer engagement, refine processes, and build a best-in-class experience for elite legal clients.
What you will do
- You will be central to the company's growth, by becoming a trusted partner for our customers, helping them maximise Wexler’s value across their organisations.
- Managing portfolio of strategic accounts across leading law firms and in-house legal teams, across the customer lifecycle with direct ownership of adoption, retention and growth metrics.
- Driving product usage and expansion by identifying new matters, teams, and offices where Wexler can deliver results.
- Building trusted client relationships with partners, associates, innovation teams, and operations stakeholders.
- Finding innovative ways to engage our customers with events, workshops and tailored sessions.
- Spot customer health and usage trends early by understanding usage data, customer feedback, and commercial insights.
- Master complex litigation workflows so you can advise customers on best practices and strategic use cases.
- Partner closely with Product and Engineering to surface customer feedback, resolve issues quickly, and influence roadmap priorities.
- Help build the CS playbook by improving processes, templates, enablement materials, and customer success strategy as we scale.
What you bring
You understand that litigation AI is changing how elite legal professionals approach their highest-stakes work, and that earning their trust takes more than a good demo. You enjoy working with smart, demanding customers and thrive in environments where depth and results matter. We are looking for:
- 2–5 years of experience in a client-facing role: customer success, account management, consulting, or something adjacent, in B2B SaaS or a high-performance client-facing environment.
- You communicate clearly and calibrate well.
- You can read data and turn it into a story.
- You are comfortable with technology and genuinely curious about it.
- You are comfortable with ambiguity.
- Experience with law firms or legal teams is a plus but not a requirement.
London-based and office-focused. We work from WeWork Aldwych 4 days per week, and in-person collaboration is core to our culture.
What we offer
At Wexler, you will work directly with some of the world’s best litigation teams on problems that genuinely matter. You will join early enough to have real ownership, visibility, and influence, while learning fast in a high-performing environment. As the second Customer Success hire, you will have a front-row seat in building the function, with significant room to grow into senior leadership as the company scales. We offer a competitive salary, meaningful equity in a rapidly growing company, huge autonomy and ownership, budget for learning and professional growth, and bi-annual team retreats.
Customer Success Manager employer: PassFort
Wexler is an exceptional employer for those looking to make a significant impact in the evolving landscape of litigation through generative AI. Based in London, we foster a collaborative work culture that prioritises in-person engagement and offers substantial opportunities for professional growth, including direct involvement with senior leadership and the chance to shape our Customer Success function. With competitive salaries, equity options, and a commitment to employee development, Wexler provides a rewarding environment for ambitious individuals eager to drive success for elite legal clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the legal tech space. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. The more connections you make, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare for interviews by practising how to demonstrate your understanding of customer success metrics and how you've driven adoption in past roles. Use real examples to illustrate your impact and how you can help Wexler’s clients maximise their value.
✨Tip Number 3
Be curious and ask questions! During interviews, show your interest in Wexler’s platform and the challenges faced by law firms. This not only demonstrates your enthusiasm but also helps you understand how you can contribute to their success.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Wexler team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in client-facing roles and how you've driven adoption and growth in previous positions. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since you'll be dealing with high-stakes clients, it's crucial to demonstrate your ability to communicate clearly and effectively. Use examples in your application that show how you've adjusted your communication style to suit different audiences. This will help us see your adaptability!
Highlight Your Tech Savviness:We're looking for someone who's comfortable with technology and eager to learn. Mention any experience you have with SaaS products or similar tech environments. If you've had to pick up new tools quickly, share that too – it shows you're ready for the fast-paced world of litigation AI!
Express Your Curiosity:Let us know about your willingness to dive deep into the legal domain and understand complex workflows. Share any relevant experiences or interests that showcase your curiosity about the industry. This will help us see your potential to become a trusted advisor for our clients!
How to prepare for a job interview at PassFort
✨Know Your Customer Success Fundamentals
Before the interview, brush up on the key principles of customer success. Understand how to manage client relationships and drive product adoption. Be ready to discuss your past experiences in similar roles and how they relate to the responsibilities outlined in the job description.
✨Demonstrate Your Communication Skills
Since this role involves interacting with various stakeholders, practice articulating your thoughts clearly. Prepare examples of how you've adjusted your communication style for different audiences, whether it's a senior partner or a junior associate. This will show that you can navigate complex conversations effectively.
✨Showcase Your Analytical Mindset
Be prepared to discuss how you've used data to inform your decisions in previous roles. Think of specific instances where you identified trends or insights from usage data that led to improved client outcomes. This will demonstrate your ability to turn numbers into actionable strategies.
✨Express Your Curiosity About Technology
Since the role requires a good understanding of technology, share your enthusiasm for learning new tools and platforms. Talk about any relevant experiences where you quickly adapted to new technologies and how that helped you in your previous roles. This will highlight your readiness to dive into Wexler’s platform.
