Customer Success Manager

Lawhive; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in legal tech is seeking a Customer Success Manager to bridge the gap between product and lawyer community. The role will involve building relationships, driving engagement, and supporting legal professionals on the Lawhive platform. You will play a key role in ensuring lawyer satisfaction and community growth, with a range of benefits including share options and ample holiday.

Benefits

34 Holidays (25 days annual leave + your birthday off + bank holidays)

Equity (Share Options)

Pension

Regular team building activities and socials

20% off legal fees through Lawhive

Qualifications

• Experience in customer success or account management, ideally in fast-paced environments.
• Comfortable communicating with professionals and managing relationships.
• Experience in or with law firms or legaltech is a plus.

Responsibilities

• Be the go-to person for lawyers, managing relationships and providing support.
• Drive engagement and assist lawyers in scaling their client base.
• Monitor compliance and support quality assurance.

Skills

Customer Success

Account Management

Relationship Building

Empathy

Proactivity

Solutions Focused

Education

LLB or equivalent legal qualifications

Job description

We’re on a mission to make sure everyone has access to the law.

Lawhive is an online platform for consumers and small businesses to get legal help for a fraction of the cost of a law firm. Our platform combines regulated human lawyers collaborating alongside the world’s first AI lawyer, specifically built for consumer legal work.

Equal access to the law is one of the biggest and most pressing unsolved problems in society today. We’re passionate about leveling the playing field and believe access to the law should be a basic utility in society.

Our AI lawyer Lawrence is built on top of our own fine tuned LLM and recently passed the UK’s bar exam equivalent.

We’re backed by some of the top US and UK VC funds including Google Ventures, Balderton Capital and TQ Ventures. We recently secured a $40M Series A funding round to facilitate international expansion and to grow our team, representing one of the five largest Series A rounds in Europe for 2024.

At Lawhive, we’re on a mission to radically change how the law is practiced and accessed. Our AI operating system empowers lawyers to run their own practices with flexibility, efficiency, and independence - and we’re growing fast.

We’re now hiring a Customer Success Manager to help our lawyers thrive on Lawhive. This is more than a typical customer success role - you’ll be the bridge between our product and our lawyer community, ensuring every lawyer is supported, engaged, and equipped to grow their own business on our platform.

Whether you’ve practiced as a lawyer, sold to law firms, or been in a success role in legaltech, this role is a great fit - especially if you understand the realities of legal work, and are excited to help shape the future of it.

What you’ll do

• Be the go-to person for our lawyers: Build deep, trusted relationships - especially during onboarding - and become their first port of call for help, advice, or ideas.

• Drive engagement and growth: Regularly check in with lawyers to understand their goals and usage, help them get the most out of Lawhive, and encourage more of them to bring their own clients onto the platform.

• Champion the lawyer experience: Run training sessions, collect feedback, spot friction points, and collaborate with product and legal operations to make things better.

• Create a sense of community: Bring lawyers together through events and discussions, helping them feel part of something bigger than themselves.

• Support professional excellence: Monitor caseloads, support compliance with our code of conduct, and work with our legal ops team to maintain a high bar for quality.

• Spot opportunities for growth: Identify lawyers who are ready to scale and work with sales and support to explore upgrades, new features, and deeper integrations.

You’ll be great in this role if you...

• Have experience in customer success or account management, ideally in a fast-paced, startup environment.

• Know how to build long-term relationships and are confident communicating with professionals who expect a high standard.

• Are empathetic, proactive, and solutions-focused, with a strong belief in putting the customer first.

• Thrive in environments where you can take ownership, improve processes, and make things happen.

• Are comfortable with ambiguity and motivated by the chance to help shape a growing company.

Nice to have

• You've worked in or with law firms, legaltech companies or platforms that serve professional services.

• You’ve studied or practiced law (LLB or former solicitor is a strong plus).

• You’ve worked with or supported consultant solicitors, sole practitioners, or lawyers building their own books of business.

Why join us?

You’ll join a purpose-driven team at an exciting stage of growth, with real autonomy, a supportive culture, and the opportunity to help shape how thousands of people access legal help. You’ll have a measurable impact on lawyer satisfaction, community growth, and the broader success of Lawhive.

Benefits

️ 34 Holidays (25 days annual leave + your birthday off + bank hols in England)

Equity (Share Options)

Pension

️ Regular team building activities, socials, and annual retreat!

20% off legal fees through Lawhive