Customer Success Manager at Legl

Legl; Sydney; On-site; AUD 90,000 - 135,000; Full time

Job summary

Legl is hiring a Customer Success Manager in Sydney, Australia. You will own a portfolio of law firms from signing to live, ensuring successful adoption of Legl across the firm and ongoing growth. This is a hands-on, commercial role focused on delivering value and expanding Legl's footprint within each client.

The role emphasizes change management, deep client relationships, and collaboration across teams to ensure onboarding, deployment, and ongoing success in a fast-growing SaaS scale-up.

Qualifications

• Experience leading B2B SaaS launches for professional services
• Ability to drive adoption and expansion through customer lifecycle

Responsibilities

• Own end-to-end customer launches from contract to live
• Understand customer problems and align Legl value to firm needs
• Drive adoption, expansion, and upsell opportunities
• Lead change within the firm and modernise processes
• Provide feedback loops to GTM and Product for regional expansion

Skills

Launch management

SaaS expertise

Account growth

Change management

Stakeholder management

Job description

This Full time on site position offers great opportunities for career growth. 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.

• Run launches end to end.
• Deeply understand our customer problems and objectives, take newly signed firms from contract to live and using Legl in day-to-day operations; set clear milestones, build relationships and advocacy, deliver value against the problems facing our law firms.
• Drive adoption and growth, deliver expansion motions across our firms; deliver 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, see patterns across firms before anyone else, create GTM & Product feedback loops to iterate upon how Legl expands 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.