Customer Success Manager - UK

Legora AB; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A legal technology company in London seeks an experienced Customer Success Manager to drive client adoption and ensure satisfaction among major law firms. The role involves guiding clients through onboarding, managing customer relationships, and collaborating closely with internal teams to maximize value from Legora’s platform. The ideal candidate has over 5 years of experience in a B2B SaaS environment and a passion for client success.

Benefits

Inclusive company culture

Collaborative work environment

Opportunities for growth

Qualifications

• 5+ years of experience in customer success or account management in SaaS.
• Track record of driving retention and expansion.
• Experience in legal or regulated industries preferred.

Responsibilities

• Guide clients through onboarding and adoption.
• Drive product adoption and monitor customer health metrics.
• Collaborate with Product, Engineering, and Marketing.

Skills

Customer retention

Account management

Strategic advisory

Project management

Excellent communication skills

Job description

About Us

Legora is on a mission: to redefine how legal work gets done. From the very start we have been very clear about the fact that we are not building a solution for lawyers, we are building it with them, because it is the only way to make sure it gets done the right way; working side-by-side every step of the way.

Our AI-native workspace empowers legal professionals not just to work faster - but to ask better questions, unlock new insights. Every day, we push the boundaries of legal tech to make complex processes smarter, faster, and more human. From thousands of documents analysed in minutes to intelligent workflows designed in collaboration with leading practices, we’re turning possibility into reality.

Today we are trusted by global firms like Cleary Gottlieb, Goodwin, Bird & Bird and Linklaters in over 40 countries, but we have no plans on stopping here. We ship fast, we iterate effectively, and we scale rapidly - not by accident, but by design.

When you join Legora, you become part of a team that believes "good enough" isn’t good enough and that the way to win is together, by empowering lawyers to do their best work with technology that truly understands them. If you’re excited by building from first principles, working with exceptional people, and accelerating change in a high-stakes, high-impact domain—then this is the moment and the place.

We’re not just shaping the future of legal tech — we’re defining it. Ready to join us in building the intelligent future of law?

About The Role

The way legal work gets done is changing - and Customer Success is at the heart of that transformation. We’re looking for an experienced, thoughtful Customer Success Manager with a demonstrated commercial record to join our growing team in London and help drive how the world’s top law firms adopt, scale, and succeed with Legora.

This is a hands‑on role for someone who knows how to build deep client relationships, deliver real value fast, and act as a trusted advisor throughout the customer journey, while being comfortable leading adoption and growth initiatives. You’ll work closely with new and existing clients to ensure they are onboarded smoothly, supported effectively, and continually discovering new ways to unlock value with the next generation of AI and our platform.

You will be critical as we continue to create a best in class adoption programme at Legora, ensuring that our clients see ROI through this partnership.

What You’ll Do

You’ll be the face of Legora for our clients post‑sale - guiding them from onboarding through adoption, growth, and renewal. Specifically, you will:

• Work with a small account book consisting of major law firms and corporates. You will own the global adoption of Legora and will spend a lot of time in our client offices across the world.

• Own the customer journey for a growing book of highly intellectual clients - leading law firms, in‑house legal teams and tax advisors across the UK/Ireland and beyond.

• Lead onboarding and implementation alongside Legal Engineers, ensuring clients are set up for success from day one.

• Proactively drive product adoption and usage through structured enablement, regular check‑ins, and tailored success plans.

• Act as a strategic advisor: understanding client goals, uncovering new use cases, and helping teams realize maximum value.

• Identify expansion opportunities and lead the adoption initiatives that realise these opportunities.

• Monitor customer health metrics and take initiative to reduce churn risk and drive retention.

• Closely collaborate with Product, Engineering, and Marketing to translate client feedback into actionable insights.

• Help build and refine our Customer Success playbook - we’re building this machine together. We are just getting started on this and your input will not only be appreciated but expected.
  

What You Bring

You care deeply about customer outcomes - and you know that successful adoption doesn’t just happen. You’re proactive, strategic, and deeply comfortable working with demanding clients. You take pride in being the reason customers stay, grow, and succeed. You enjoy the challenge of multithreading in order to expand the account.

We’re looking for:

• 5+ years of Customer Success, Account Management, or related experience in a high‑growth B2B SaaS environment or within the Legal Tech space.

• A track record of driving customer retention, expansion, and satisfaction within the Enterprise space.

• A hunter mentality. Someone who is comfortable going out and a finding growth opportunities.

• Experience working with legal, compliance, or other regulated/complex industries and clients - or just ridiculously good at learning as you go.

• Strong project management and onboarding experience; you keep things moving and your clients confident.

• Excellent communication skills; written, verbal, and interpersonal. You can manage high-level conversations with legal leaders and roll up your sleeves with hands‑on teams.

• High EQ and commercial instinct, meaning you know when to listen, when to advise, and when to act.

• A love of fast‑paced, early‑stage environments where you help build the playbook, not just follow it.

• Comfortable with metrics - driven by data, customer health, and outcomes over process.

Someone who enjoys being in the office 5 days a week. A key component of Legora’s success has been in‑person collaboration and we want you to be part of that.

Legora is an Equal Opportunity Employer

At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high‑performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.