Senior CS Lead – Adoption & Onboarding

Legatics

Greater London

Hybrid

GBP 70,000 - 95,000

Full time

8 days ago

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Benefits offered by this job

25 days holiday per year

Private Medical Insurance

Healthshield Health Cash Plan

Pension with NEST

Personal Learning & Development budget

Enhanced parental leave

Accelerated professional development

Team socials

Job summary

Legatics is seeking an experienced Senior Customer Success Manager to own adoption across a portfolio of strategic law firm accounts in the UK and US. You will lead onboarding, training and enablement, build internal champions and ensure lasting value from Legatics’ platform.

This is a hybrid role with travel and London-based work in the UK. You will collaborate with Account Managers, drive usage insights, manage renewal readiness, and mentor junior team members as the function evolves.

Qualifications

Substantial experience in B2B SaaS customer success, with a strong track record of driving adoption across a portfolio of accounts with large user bases.
Hands-on experience leading onboarding and implementation, including platform setup, configuration and integrations.
Confidence designing and delivering training, workshops and demos to users at every level, in person and online.
A data-informed approach: you turn usage and health data into clear reports, insight and practical recommendations.
Proven ability to build champions and strong relationships with end users across different teams and offices.
Strong product aptitude, with the ability to learn complex software quickly and explain it simply.
Willingness to travel regularly, including to the US.
Experience with Salesforce or a similar CRM.
Fluent in using AI tools in day-to-day work.

Responsibilities

Lead onboarding and implementation for new customers and practice groups: workspace and admin setup, templates, integrations and getting the first live matter up and running.
Run accelerated onboarding for customers on a proof of value, so they see clear results before the break clause and the Account Manager can make the case for a full contract.
Design and deliver end-user and practice-area training, workshops and webinars, in person and online.
Run deeper product demos that unlock new use cases and greater product depth within each firm.
Communicate new releases to users so they know what has changed and how to get value from it.
Build and equip internal champions within each customer and identify the next advocate beyond the original one.
Scale enablement with tools such as Claude, from training materials and knowledge base content to usage reporting.
Co-develop each account and adoption plan with the Account Manager, leading on usage analysis, the adoption story and recommendations.
Deliver the enablement that puts the plan into action, moving usage across offices and practice groups.
Map user groups, champions and active users per office and practice group in Salesforce, alongside the buyer-group map owned by account management.
Produce monthly and intermediate usage reports, and provide the data and adoption inputs for quarterly business reviews (QBRs) and check-ins.
Propose next steps ahead of check-ins and QBRs and join them when the Account Manager brings you in.
Track account health and usage, flagging churn risk and expansion signals early to the Account Manager with the context they need to act.
Make sure the evidence is in place before renewal conversations start: the practice groups each customer bought for are trained and running live matters, and any product or support issues that could affect the renewal are logged and being fixed.
Debrief the Account Manager after every customer interaction: who was engaged, who was not and what came up.