Customer Success Director

Story Terrace Inc.; City Of London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in legal services is seeking a Customer Success Director to enhance client value from their research and data services. This role will involve managing a team, developing client strategy, and ensuring satisfaction and retention among law firm clients. Candidates should have extensive experience in client success and a proven leadership track record.

Qualifications

• Experience in client success or account management, preferably in legal publishing.
• Track record of driving client retention and satisfaction.
• Strong project management and communication skills.

Responsibilities

• Develop and execute client success strategies tailored to legal firms.
• Lead and coach a team of Customer Success Managers.
• Drive client retention and address concerns about rankings.

Skills

Client Success

Account Management

Project Management

Communication

Analytical Skills

Tools

CRM Platforms

Customer Success Platforms

Job description

About Legal 500

Legal 500 was founded by John Pritchard in 1987 as the original clients’ guide to law firms, the first of its kind. It is now a data-driven, AI-optimised research platform which benchmarks, informs and connects providers and users of legal services in over 100 countries worldwide.

Our research and data are trusted and relied upon by corporate clients globally as an essential part of the process, both of instructing law firms with new mandates, and when reviewing existing mandates or panels.

We exist to empower both buyers and sellers in the international legal marketplace to make better decisions and have improved outcomes for their organisations. This is achieved by leveraging a trusted, comprehensive research process with a unique, vast, proprietary and constantly updated set of client-supplied data, unrivalled in the market.

On the supply side of the legal market, every year Legal 500’s team of over 150 researchers, technologists, data analysts, journalists and content specialists collate and review 60,000+ data-submissions from law firms and conduct interviews with thousands of leading law firm partners. On the demand side, Legal 500 analyses confidential data from 300,000+ commercial law firm clients to benchmark law firms and lawyers by practice area; industry; jurisdiction; as well as by proprietary client satisfaction metrics, NPS, and other qualitative and quantitative criteria.

Legal 500 is the only source of this depth of global research and data on law firms, lawyers and their clients.

Purpose of the Role

We are seeking a strategic and client-focused Customer Success Director to lead our client service efforts. This role is critical to ensuring our law firm and legal organisation clients realise maximum value from our rankings, research, and data services. The Director will manage a team of Client Success Managers, build long-term relationships with senior legal professionals, and partner with internal teams to continuously improve the client experience.

Key Responsibilities

Client Engagement & Strategy

• Develop and execute a comprehensive client success strategy tailored to the needs of law firms, general counsel offices, and legal service providers
• Deepen relationships with key accounts to ensure consistent satisfaction with rankings, submissions processes, and directory services
• Serve as a trusted advisor to clients on how to best position themselves within the legal rankings landscape

Team Leadership

• Build, lead, and coach a team of high-performing Customer/Client Success Managers
• Set performance goals aligned with retention, engagement, and expansion targets
• Create standardized onboarding and training processes for new hires and clients

Retention & Growth

• Drive client retention by ensuring consistent value delivery and proactively addressing concerns or questions about rankings and submissions
• Identify upsell and cross-sell opportunities (e.g., premium profiles, data insights) in partnership with Sales and Marketing teams
• Monitor and act on churn risks through relationship health scoring and feedback analysis

Process & Product Improvement

• Improve client onboarding, submission support, and feedback workflows to ensure a smooth client journey
• Gather and synthesise client feedback for research and editorial teams to inform ranking methodology improvements and editorial transparency
• Drive adoption of digital tools (e.g., online submission portals, data dashboards) among clients

Cross-functional Collaboration

• Work with the Research and Editorial teams to help clients understand ranking outcomes and feedback
• Collaborate with Marketing on educational materials, webinars, and communications to enhance client knowledge of the rankings process
• Partner with Product and Technology teams to optimise client platforms and interfaces

What we're looking for

• Extensive of experience in client success, account management, or related roles, preferably within legal publishing, rankings, or B2B media.
• Demonstrable in a leadership role managing client-facing teams
• Preferred understanding of support services
• Proven track record of driving client retention, satisfaction, and revenue growth
• Experience working with CRM and customer success platforms
• Strong project management skills and ability to juggle multiple priorities across high-profile clients
• Outstanding written and verbal communication skills; confident speaking with partners, CMOs, and legal operations professionals
• Analytical mindset with the ability to interpret client data and make informed decisions

Other information

3 days a week in the office, based in Central London