At a Glance
- Tasks: Lead customer onboarding and training to empower users of Wordsmith's legal AI platform.
- Company: Join a fast-growing tech company revolutionising in-house legal operations.
- Benefits: Competitive salary, dynamic work environment, and opportunities for rapid career growth.
- Other info: Work in-person in Edinburgh with a collaborative team focused on innovation.
- Why this job: Shape the future of legal tech by teaching customers how to maximise their use of AI.
- Qualifications: 3-5 years in customer enablement or training with strong communication and organisational skills.
The predicted salary is between 56700 - 69300 £ per year.
About Wordsmith: Wordsmith is building the legal operating system for in-house teams, and we're growing fast. In-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still scattered across inboxes, chats, documents and disconnected systems. Wordsmith brings that work into one place: requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgement matters, and every step is captured as work happens.
We're built for in-house legal, not law firms. More than 500 companies use Wordsmith, including Financial Times, Safelite, Trip.com, Canva, Starling and Sage. We're backed by over $100M from Index Ventures, General Catalyst, Highland Europe and others.
The role: We're hiring an Enablement Lead to own how customers learn Wordsmith, and how they become confident, self-sufficient users of it. You'll own onboarding, training and enablement end to end: Legal AI fundamentals, product and feature overviews, self-paced certifications, and re-enablement for customers who've stalled. You'll teach both ends of the customer organisation: the lawyers and business users in Wordsmith every day, and the champions and admins who support their colleagues. This is an enablement role, not a delivery or commercial one. You won't own implementation, technical support, renewals, account growth or a sales quota. Your focus is capability: do customers know how to use Wordsmith well, and can they keep learning without us?
What you'll do:
- Own customer onboarding. Design and run the journey that takes a newly implemented customer to a confident, capable team, and keep improving it.
- Teach Legal AI fundamentals. Build the curriculum that helps legal teams understand what AI agents do well, where judgement stays with them, and how to work alongside the technology.
- Run live training. Lead onboarding sessions, product walkthroughs and feature deep dives for lawyers, business users and admins of every technical confidence level.
- Build the self-paced academy. Create online certifications and learning paths so customers can train new joiners and refresh skills on their own.
- Maintain the enablement library. Keep guides and product overviews accurate as Wordsmith ships, and retire what's out of date.
- Re-enable struggling customers. Diagnose why adoption has stalled and run focused programmes that get teams back to self-sufficiency.
- Train the champions. Equip customer champions and admins to teach their own colleagues, so capability compounds inside each account.
- Shape in-app help. Work with Product to build guidance, walkthroughs and prompts into Wordsmith itself.
- Measure whether learning worked. Define what a trained, self-sufficient customer looks like, track it, and use the evidence to change what we teach.
- Partner across customer teams. Work with Transformation, Customer Success, Support Engineering and Product so enablement reflects real implementations, questions and product changes.
What we're looking for:
- 3–5 years in customer enablement, training, onboarding, customer education, implementation or a similar customer-facing role where teaching was central.
- You design learning, not just deliver it. You can turn a complex product into a curriculum with a clear sequence and outcomes.
- Confidence in front of a room, in person and on video, with senior lawyers as readily as with day-to-day users.
- Experience building self-paced content (courses, certifications, guides, video) and a view on what makes people finish it.
- A clear, warm communication style that makes unfamiliar ideas easy to grasp without oversimplifying them.
- Strong organisation: you can run several programmes, sessions and content deadlines at once without losing detail.
- Comfort with data. You can read product-usage information, spot where learning hasn't landed and act on it.
- Curiosity about AI and legal technology. You don't need a legal background, but you'll want to learn the product and our customers' work deeply.
- A strong learning mindset: you welcome feedback, apply coaching and want to grow quickly.
How we work: We're an in-person team in Edinburgh, so expect to work from the office or visit customers by default. We set a high bar, move quickly and give people real ownership. There won't always be a playbook, so you'll bring curiosity, structure and persistence. You'll work closely with the VP of Transformation and with Customer Success, Account Management and Product. Each customer team has a clear remit:
- Transformation leads implementation
- Support Engineering resolves technical issues
- Account Management owns renewals and commercial growth
- Customer Success owns adoption, customer health and value realisation
- Enablement owns onboarding, training and customer capability
Why join Wordsmith: Wordsmith is growing quickly, winning new customers and expanding inside larger organisations. Because Legal AI is new to almost everyone who buys it, teaching it well is one of the highest-leverage things we can do. You'll join early enough to define what customer enablement at Wordsmith is: the curriculum, the certifications, and the standard for what a confident user looks like. You'll work directly with ambitious legal teams, learn the product deeply and develop fast in a high-performing team.
Customer Onboarding and Enablement Lead in Edinburgh employer: Wordsmith AI
Wordsmith is an exceptional employer located in Edinburgh, offering a dynamic and fast-paced work environment where innovation thrives. As a Sales Development Representative, you'll benefit from a collaborative culture that prioritises teamwork and personal growth, with ample opportunities to develop your skills in the burgeoning field of legal AI. With a strong backing and a commitment to employee success, Wordsmith provides a unique chance to be part of a transformative journey in the legal operations space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding and Enablement Lead in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wordsmith AI. 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 Wordsmith AI 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 Customer Onboarding and Enablement Lead in Edinburgh
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 Wordsmith AI:Your cover letter is your chance to shine! Tell us why you want to work at Wordsmith AI 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 Wordsmith AI!
How to prepare for a job interview at Wordsmith AI
✨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.
