Client Success Executive in London

Leading law firm based either in London, Manchester or Leeds. Newly created role.

My client is a leading law firm known for their progressive, forward-thinking environment and for investing in new ways of delivering value to clients, including the development of an AI-driven tool that supports global employment work. The firm has a culture that is professional, supportive and collaborative, and is a genuinely future-focused place to build a career, where thoughtful ideas are encouraged and high-quality client service sits at the centre of everything they do.

This newly created position sits within the firm’s International Employment team and will take day-to-day ownership of their AI-enabled global employment law tool. The role blends relationship management, operational oversight and commercial insight, supporting the early rollout of a new solution that has already resonated strongly with clients across multiple jurisdictions. You will work closely with partners, international stakeholders and cross-functional colleagues to ensure the tool remains accurate, commercially successful and consistently high quality.

Key responsibilities:

• Take day-to-day ownership of my client’s AI-driven global employment law tool, ensuring clients receive a smooth, high-quality and commercially valuable experience.
• Maintain accurate, up-to-date content across jurisdictions by coordinating with international network firms and following up on updates and action points.
• Build strong, long-term relationships with clients, client partners and international contributors, ensuring communication remains clear, timely and aligned with their needs.
• Support commercial growth by engaging with trial users and sharing insight that supports strategic decision-making.
• Help drive licence revenue by supporting renewal discussions, preparing engaging pitch collateral and articulating the value and practical benefits of the tool.
• Ensure a consistently high-quality user experience, identifying gaps or inconsistencies and working with colleagues to maintain a “top-notch” standard.
• Act as a central liaison point across the firm, client organisations and the global network, coordinating updates and ensuring a joined-up approach.
• Oversee onboarding for new users, ensuring they understand how to navigate the tool and access what they need from day one.
• Handle client requests, resolving issues promptly while capturing themes that help inform platform improvements.
• Track usage, engagement and client sentiment, providing updates including quarterly insights and renewal indicators to partners and BD colleagues.
• Contribute to the ongoing evolution of the tool, sharing client insight and emerging needs that help shape new features and future priorities.

Person specification:

• Experience in either a client relationship, account management or BD aligned role, within a law firm or professional services environment.
• Strong communication skills and the confidence to engage with senior stakeholders, international teams and clients.
• Organised, proactive and comfortable managing multiple priorities with attention to detail.
• Familiarity with CRM tools and Microsoft 365.
• Collaborative team player with a client-focused mindset and a positive, “can-do” approach.

Equal Opportunities:

As a responsible business, it is important that we represent the diversity of our people, our clients and our communities. We believe that the firms that thrive are those with the most diverse team; that’s why we work so hard to source the best talent from the broadest pool possible. As an equal opportunity employer, we strive to accommodate anyone who may have specific needs. If you require reasonable adjustments to be made during the selection process, please talk to a member of the recruitment team so that any required adjustments can be made in advance.