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For Companies At a Glance
- Tasks: Lead customer success initiatives and build strong relationships with top law firms.
- Company: Join a fast-growing tech company transforming the legal landscape with AI.
- Benefits: Competitive salary, equity, learning budget, and bi-annual team retreats.
- Other info: Dynamic London office environment with significant growth opportunities.
- Why this job: Be at the forefront of legal innovation and shape customer engagement strategies.
- Qualifications: 2-5 years in client-facing roles; strong communication and analytical skills.
The predicted salary is between 60000 - 80000 ÂŁ per year.
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.
- 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 Lead employer: Pear VC
Contact Detail:
Pear VC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead
✨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 to potential contacts on LinkedIn. The more connections you make, the better your chances of landing that Customer Success Lead role.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with hiring managers or during interviews, share your insights on how generative AI is transforming litigation. This will not only demonstrate your knowledge but also show that you’re genuinely interested in the field.
✨Tip Number 3
Prepare for those tricky questions! Think about how you would handle various customer scenarios, especially around adoption and retention. Practising your responses can help you feel more confident and articulate during interviews.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are proactive and engaged. Plus, it’s a great way to ensure your application gets into the right hands. Let’s get you on board!
We think you need these skills to ace Customer Success Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Lead 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 for different audiences. This will help us see your adaptability!
Highlight Your Data Savvy: We love candidates who can read data and turn it into actionable insights. In your application, mention any experience you have with analysing usage trends or customer feedback. Show us how you've used data to drive decisions and improve client relationships!
Express Your Curiosity: Let us know about your genuine interest in technology and the legal landscape. Share any experiences where you've quickly learned a new product or concept, especially in a B2B SaaS environment. We want to see that you're eager to dive deep into the world of litigation AI!
How to prepare for a job interview at Pear VC
✨Know Your Customer Success Fundamentals
Before the interview, brush up on key customer success principles. Understand how to manage client relationships and drive product adoption. Be ready to discuss your past experiences in client-facing roles and how you've navigated complex situations.
✨Master the Art of Communication
Since you'll be dealing with various stakeholders, practice tailoring your communication style. Prepare examples of how you've adjusted your approach for different audiences, from senior partners to associates. This will show that you can connect with clients at all levels.
✨Get Familiar with the Product
Take some time to explore Wexler’s platform and understand its features. Being able to confidently demo the product and discuss its benefits will set you apart. Show genuine curiosity about how it works and think of ways it can solve common challenges in litigation.
✨Showcase Your Analytical Skills
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 that led to improved client outcomes. This will demonstrate your ability to turn numbers into actionable strategies.