Customer Success Manager

Legl; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

Legl is building the operating system for modern legal services and is looking for a Customer Success Manager to own a portfolio of law firms from sign‑off to live deployment and beyond. You will drive launches end‑to‑end, accelerate adoption, and expand value through upsell and cross‑sell motions, embedding change across firms and feeding insights back to Legl.

The role requires a hands-on mindset, resilience in a scrappy scale-up, and a passion for delivering measurable client outcomes through

Qualifications

• Experience running customer launches for a B2B SaaS product.
• Experience with expansion, net revenue retention, or similar metrics.
• Ability to drive change within client organisations and internal teams.
• Comfort navigating ambiguity in a fast-growing scale-up.

Responsibilities

• Run launches end to end, taking firms from contract to live and using Legl in daily operations.
• Drive adoption and growth, delivering value and expanding via upsell and cross-sell moves.
• Lead change management inside client firms and act as a trusted partner to modernise processes.
• Provide feedback loops to GTM and Product to inform Legl's expansion strategies.

Skills

B2B SaaS

Onboarding

Account growth

Change management

Cross-functional

Job description

Hi We’re Legl.

Legl is building the operating system for modern legal services.

We help law firms and regulated businesses replace manual, fragmented workflows with intelligent software from client onboarding and compliance to payments, risk, and reporting.

Legal work is high-stake - it’s regulated, complex, and deeply impactful - and our mission is to help regulated firms grow faster, run their businesses more profitably, manage risk intelligently, and deliver great client experiences

We’re backed by leading European VCs, scaling quickly, partnered with over 600 law firms including 50 of the UK’s top 200, launched in the UK and Australia - and entering our next phase of growth.

We Work Best When

• AI is the central-operating model: not a tool or a future plan - but the way we run.

• Decisions live with people: you're trusted to make calls and own them.

• Think deeply, execute quickly: speed and rigour, not speed or rigour.

What You’ll Do

As a Customer Success Manager at Legl, you'll own a portfolio of law firms from the moment they sign and be accountable for getting them live, adopting Legl across the firm, and growing with us. Customer Success at Legl is a commercial function - built on a usage based revenue model, delivering a world-class launch experience, deep customer adoption and advocacy is a key revenue driver.

You’ll:

• Run launches end to end. Deeply understand our customer problems and objectives, and take newly signed firms from contract to live and using Legl in day-to-day operations. Setting clear milestones, building relationships and advocacy, and delivering value against the problems facing our law firms.

• Drive adoption and growth. Deliver expansion motions across our firms; delivering deep value adoption, increasing time to value and expanding via upsell & cross sell motions.

• Lead change inside the firm. Embed yourself as a trusted partner to our firms, enabling genuine change management across how our firms operate and modernise their processes.

• Feed what you learn back into Legl. You'll see patterns across firms before anyone else. Create GTM & Product feedback loops which help iterate upon how Legl continues to expand into a new region.

This Role Is a Great Fit If You...

• Have run customer launches or implementations for a B2B SaaS product and have a view on why some land and some failed.

• Have carried a number: expansion, net revenue retention or similar, and you're comfortable navigating commercial conversations.

• Genuinely change how your firms operate - not just training on a tool, but real change management within ways of working.

• Enjoy the scrappy, agile nature of an early-to-market scale-up; navigating ambiguity, taking ownership, learning and iterating quickly.

This Role Is Not a Great Fit If You...

• See customer success as keeping customers happy or a renewal mechanism - rather than getting them to results.

• Want a fully built playbook. We have good foundations and a lot still to shape, and you'll be expected to help build it, not wait for it.

• Would rather manage the relationship than challenge how a firm actually works day to day and drive meaningful impact.