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- Tasks: Help family clients adopt and engage with innovative legal software.
- Company: Global leader in Legal Practice Productivity Solutions with a collaborative culture.
- Benefits: Hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team and thrive in a rapidly evolving industry.
- Why this job: Make a meaningful impact by supporting clients in the fast-growing legal tech space.
- Qualifications: 3-5 years in customer success or client-facing roles, strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
The Role: Customer Success Manager – Family
Location: Battersea, London (Hybrid) | Permanent | Full-Time
Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step.
About: Our client is the global leader in Legal Practice Productivity Solutions and part of one of the largest international LegalTech companies. For more than 30 years they have been developing innovative technology that helps lawyers run more efficient and profitable law firms. Their mission is simple: to help lawyers who help people. Their market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, they're a fast-growing global technology business where ambitious people thrive.
The Opportunity: Join the Family Law Team as a Customer Success specialist, to help family clients successfully adopt and engage with the software. As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through on-boarding and ensuring they gain maximum value from the platform from day one. You will work closely with legal professionals (predominantly family law specialists, but also other areas of law) to deliver on-boarding, implementation support, and tailored training. From initial project meetings to post-implementation follow-ups, you will provide hands-on support both on-site and face-to-face, ensuring clients feel confident integrating the software into their daily operations. This is a great opportunity to make a meaningful impact by supporting clients from implementation through to business-as-usual. Being part of the family law team enables you to have specialised focus and really understand the needs of the family users to best support them, and help drive change within the family practice area within the product.
What you'll do:
- Build strong relationships with customers to drive satisfaction, loyalty and long-term retention
- Act as a trusted adviser and subject matter expert for the software
- Be focused on family clients (although the role will also involve supporting non-family lawyers)
- Support customers nationwide to maximise value from their case management software
- Encourage and support users as they adopt AI and new technologies, to better perform their roles
- Promote adoption of the full product suite, including new features and functionality as they are developed within family
- Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
- Proactively address customer concerns and resolve issues in collaboration with internal teams
- Deliver onsite and remote training sessions to support product adoption and best practice use
- Engage with customers throughout their life-cycle to ensure continued success
- Identify opportunities to develop reference customers and support new business initiatives
- Represent the business at industry events and deliver customer webinars showcasing product updates and best practices
What you'll bring:
- 3-5 years' experience in a Customer Success, Legal Support, Account Management, or similar client-facing role
- Experience managing customer renewals and maintaining service quality
- Willingness to travel nationwide approximately 2 to 3 days per week (for on-site customer visits)
- Excellent organisational and time management skills
- Strong written and verbal communication skills
- Self-motivated, disciplined, and able to work independently
- Passion for technology and helping customers succeed with software
- Ability to clearly explain solutions and workarounds in a simple, concise way
- Full UK driving licence and access to a car (car allowance provided)
- Professional, articulate, and well presented
- Strong working knowledge of Salesforce, Microsoft Word, Excel, and Outlook
Desirable:
- Legal or accounting background or relevant qualifications
- Understanding of small law firm environments and client expectations
- Knowledge of Solicitors' Accounts Rules
- Experience delivering onsite or remote training
- Basic knowledge of Xero
Customer Success Manager in London employer: VacantC Legal Recruitment
Contact Detail:
VacantC Legal Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the legal tech space. Attend industry events, webinars, or even local meetups. The more you engage, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience in customer success and how you've helped clients thrive. Use real examples to demonstrate your impact and make yourself memorable.
✨Tip Number 3
Be proactive! If you see a company you're keen on, don’t wait for them to post a job. Reach out directly through our website, express your interest, and share how you can add value to their team. It shows initiative and enthusiasm!
✨Tip Number 4
Stay updated on trends! Familiarise yourself with the latest in legal tech and customer success strategies. This knowledge will not only help you in interviews but also position you as a thought leader in conversations with potential employers.
We think you need these skills to ace Customer Success Manager in London
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 experience in customer-facing roles and how it aligns with helping clients adopt new technologies. We want to see how you can make a difference!
Showcase Your Communication Skills: Since this role involves a lot of interaction with clients, it's crucial to demonstrate your strong written and verbal communication skills. Use clear and concise language in your application to show us you can explain complex solutions simply.
Highlight Relevant Experience: Don’t forget to mention any experience you have in legal support or account management. If you've worked with software adoption before, let us know! We love seeing how your background can contribute to our mission.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at VacantC Legal Recruitment
✨Know the Product Inside Out
Before your interview, make sure you thoroughly understand the software and services offered by the company. Familiarise yourself with their features, especially those relevant to family law. This will not only help you answer questions confidently but also demonstrate your genuine interest in the role.
✨Showcase Your Customer Success Experience
Prepare specific examples from your past roles that highlight your experience in customer success or account management. Focus on how you've built relationships, resolved issues, and ensured client satisfaction. Tailor your stories to reflect the needs of family law clients, as this will resonate well with the interviewers.
✨Demonstrate Your Communication Skills
As a Customer Success Manager, strong communication is key. Practice articulating your thoughts clearly and concisely. You might even want to prepare a mock training session to showcase how you would explain complex concepts simply. This will give the interviewers a taste of your ability to engage and educate clients.
✨Be Ready to Discuss Technology Adoption
Since the role involves encouraging clients to adopt new technologies, be prepared to discuss your approach to change management. Share any experiences where you've successfully guided clients through transitions, particularly in tech adoption. Highlight your passion for technology and how it can enhance client operations.