Customer Engagement Manager

Fruition Group Ireland; Dublin; On-site; EUR 42,000 - 68,000; Full time

Job summary

Fruition Group Ireland is seeking a Customer Engagement & Adoption Specialist to join our growing team supporting the rollout of an innovative LegalTech platform. You will work closely with client organisations after onboarding, helping users successfully adopt the platform and maximise its value.

As the primary contact, you will build strong client relationships, provide ongoing support and training, and collaborate with internal teams to ensure an excellent customer experience across the

Qualifications

• 3–5 years' experience in Customer Success, Account Management, or similar client-facing roles.
• Experience with B2B SaaS, ideally LegalTech or professional services.
• Strong communication and relationship-building skills.
• Proactive, customer-first approach with focus on user experience.
• Excellent organisational and problem-solving abilities.

Responsibilities

• Manage a portfolio of client organisations, supporting them throughout their customer journey.
• Drive user engagement and platform adoption, ensuring customers become active users.
• Build trusted relationships with stakeholders through regular check-ins and proactive communication.
• Act as the first point of contact for customer queries and coordinate with internal teams.
• Deliver product guidance, user walkthroughs and training sessions.
• Gather customer feedback and share insights to improve the platform and processes.
• Monitor engagement and identify opportunities to increase usage.

Skills

Customer Success

Account Management

Client Engagement

Communication

Relationship-building

Cross-functional Collaboration

SaaS

Training & Enablement

Education

Legal qualification (BCL/LLB)

Job description

We are seeking a Customer Engagement & Adoption Specialist to join a growing team supporting the rollout of an innovative LegalTech platform.

This is a customer-focused role where you'll work closely with client organisations following onboarding, helping users successfully adopt the platform and maximise its value. Acting as the primary point of contact, you'll build strong client relationships, provide ongoing support and training, and collaborate with internal teams to deliver an excellent customer experience.

Key Responsibilities

• Manage a portfolio of client organisations, supporting them throughout their customer journey.
• Drive user engagement and platform adoption, ensuring customers become active and confident users.
• Build trusted relationships with key stakeholders through regular check-ins and proactive communication.
• Act as the first point of contact for customer queries, resolving issues where possible and coordinating with internal teams when required.
• Deliver product guidance, user walkthroughs, and training sessions to support successful adoption.
• Gather customer feedback and share insights to help improve the platform, customer experience, and internal processes.
• Monitor customer engagement, identify opportunities to increase usage, and contribute to customer success initiatives.
• Support the development and execution of engagement strategies as the platform and customer base continue to grow.

About You

• 3–5 years' experience in Customer Success, Account Management, Client Engagement, Customer Support, or a similar customer-facing role.
• Experience working with B2B clients, ideally within SaaS, technology, LegalTech, professional services, or another regulated industry.
• Strong communication and relationship-building skills, with the ability to engage confidently with stakeholders at all levels.
• A proactive, customer-first approach with a passion for delivering an outstanding user experience.
• Excellent organisational and problem-solving skills, with the ability to manage multiple priorities.
• Comfortable working collaboratively across cross-functional teams in a fast-paced, evolving environment.
• Experience supporting software or digital platforms is highly desirable.

Nice to Have

• Experience working within the LegalTech sector or supporting technology solutions for legal or professional services clients.
• A BCL, LLB, or equivalent legal qualification, or previous experience working within the legal profession.