Customer Success Manager

We are seeking a Customer Engagement & Adoption Specialist to join a growing team supporting the rollout of an innovative LegalTech platform.

This is a customer-focused role where you'll work closely with client organisations following onboarding, helping users successfully adopt the platform and maximise its value. Acting as the primary point of contact, you'll build strong client relationships, provide ongoing support and training, and collaborate with internal teams to deliver an excellent customer experience.

Key Responsibilities

• Manage a portfolio of client organisations, supporting them throughout their customer journey.
• Drive user engagement and platform adoption, ensuring customers become active and confident users.
• Build trusted relationships with key stakeholders through regular check-ins and proactive communication.
• Act as the first point of contact for customer queries, resolving issues where possible and coordinating with internal teams when required.
• Deliver product guidance, user walkthroughs, and training sessions to support successful adoption.
• Gather customer feedback and share insights to help improve the platform, customer experience, and internal processes.
• Monitor customer engagement, identify opportunities to increase usage, and contribute to customer success initiatives.
• Support the development and execution of engagement strategies as the platform and customer base continue to grow.

About You

• 3–5 years' experience in Customer Success, Account Management, Client Engagement, Customer Support, or a similar customer-facing role.
• Experience working with B2B clients, ideally within SaaS, technology, LegalTech, professional services, or another regulated industry.
• Strong communication and relationship-building skills, with the ability to engage confidently with stakeholders at all levels.
• A proactive, customer-first approach with a passion for delivering an outstanding user experience.
• Excellent organisational and problem-solving skills, with the ability to manage multiple priorities.
• Comfortable working collaboratively across cross-functional teams in a fast-paced, evolving environment.
• Experience supporting software or digital platforms is highly desirable.

HOW TO APPLY:

To apply for this role, please submit your updated CV. If your skills and experience match job requirements, you will be contacted to discuss your application in detail.

SIMILAR ROLES OPEN:

As a specialized recruitment agency, we also have several other permanent and contract IT roles available. Visit our website for more information or explore additional opportunities.