At a Glance
- Tasks: Onboard customers, answer queries, and drive product adoption.
- Company: Fast-growing legal tech company transforming in-house legal operations.
- Benefits: Real responsibility from day one, dynamic team environment, and growth opportunities.
- Other info: High-performance culture with a focus on collaboration and ownership.
- Why this job: Make a real impact on customer success and be part of an innovative team.
- Qualifications: Experience in customer support or management; recent graduates welcome.
The predicted salary is between 27000 - 33000 £ per year.
Wordsmith is building the legal operations platform for in-house teams, and we are growing fast. We believe 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 too often scattered across inboxes, chats, documents, and disconnected systems. Wordsmith brings that work into one system. Requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgment matters, and every step is captured as work happens.
We are built for in-house legal, not law firms. Our goal is to help legal teams move faster, reduce unnecessary external counsel spend, and become a function the business can run with. More than 500 companies, including Financial Times, Safelite, Trip.com, Canva, Starling, and Sage, use Wordsmith. Backed by $100M from Index Ventures, General Catalyst, Highland Europe, and others, we are building one of the defining companies in legal AI.
The Role
We're hiring a Customer Success Manager to be the hands-on, day-to-day champion for our customers. This is not a quota-carrying role. Your job is to make customers successful: get them onboarded quickly, answer their questions, keep our shared inbox humming, and continually drive adoption of the product across their teams. It's an early-career role with real responsibility from week one. You'll work directly with customers every day and see the direct connection between the work you do and the value they get — and, in turn, the revenue they retain and grow with us.
What you’ll do
- Onboard new customers and new business — run the enablement process that takes a freshly signed customer from kick-off to confident, active use of Wordsmith.
- Answer customer support questions — be the first, friendly, fast response when customers need help, and see every question through to resolution.
- Manage the shared customer inbox — own it end to end: triage, respond, route, and make sure nothing slips through the cracks.
- Drive product adoption, constantly — spot dormant users and under-used features, run training sessions, share best practice, and turn every account into an engaged, healthy one.
- Be the voice of the customer — feed what you hear back to the product and commercial teams so we build and sell the right things.
What we’re looking for
- Experience in customer success, support, account management, hospitality, or any role where you looked after people. Recent graduates welcome.
- Super hands-on with customers — you roll up your sleeves, get on the call, write the doc, chase the answer. You'd rather fix it than file it.
- Commercially minded — you don't carry a quota, but you understand why adoption matters: engaged customers renew, grow, and become advocates. You connect your daily work to that outcome.
- A clear, warm communicator — comfortable writing and speaking with customers all day, and able to make technical things feel simple.
- Organised and reliable — you can juggle an inbox, a training schedule, and a list of follow-ups without dropping any of them.
- Curious about AI and legal tech — you don't need a legal background, but you're excited to learn the product deeply and become a genuine expert in it.
How we work
We’re an in-office team. We work together because it makes us faster, sharper, and more effective. You should expect to be in the office or out visiting clients as your default. This is a high performance environment. We set a high bar, move quickly, and expect people to take ownership of real problems. There isn’t always a clear path. The people who do well here figure things out, stay close to the work, and keep pushing until they get to the right outcome. This role requires patience, structure, and strong judgement. You’ll be trusted to run complex deals with a high degree of autonomy.
Why Wordsmith
We’re in a period of strong momentum — growing quickly, winning new customers, and expanding into larger accounts. The product is landing well, the market is ready, and the team is scaling to meet demand. If you want to be in the room, close meaningful deals, and grow quickly in a high bar environment, this is one of the best places to do it.
Customer Success Manager in Edinburgh employer: Wordsmith AI
Wordsmith is an exceptional employer, offering a dynamic work environment in London where innovation meets collaboration. As a Partner Manager, you'll enjoy competitive compensation and benefits while playing a crucial role in shaping the future of legal technology. With a strong focus on employee growth and a culture that values autonomy and teamwork, Wordsmith empowers you to make a meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager 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 Success Manager 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.
