Senior Customer Success Manager

Legl is a fast-growing, B2B regtech/fintech platform with a mission to bring the legal industry into the 21st century. We’re backed by some of the best venture investors in Europe (Series B) and we are scaling quickly on our next phase of growth. Our mission is to make legal services work better for law firms and their clients. Since launching just over 4 years ago, we’re proud to partner with over 450 law firms, including 40 of the UK’s top 200, and some of their regulated clients as well. The Legl team is agile, ambitious, and collaborative. We’re not an environment that suits everyone - we thrive on breaking down problems to their essence, understanding the customer, making decisions quickly, and the mindset that every day matters. For the right individuals, this is an opportunity to thrive, be rewarded, and work on exciting, impactful projects alongside talented, like-minded people, while learning and developing at a fast pace. The Role We’re recruiting for a Senior Customer Success Manager (CSM) to own customer outcomes across a strategic portfolio of Legl clients. You’ll be responsible for driving retention, expansion and advocacy by acting as a trusted advisor to senior stakeholders and aligning our platform to their commercial goals.

The Customer Success team at Legl has three key objectives:

• Customer retention & expansion; proactively manage renewals, identify growth opportunities, and build a healthy expansion pipeline by demonstrating clear, measurable value from Legl.
• Customer happiness & advocacy; align our solutions to client business objectives, ensure strong adoption and ROI, and convert successful customers into long-term advocates and references.

Stakeholder relationship building; develop deep, multi-threaded relationships with decision-makers and champions, influence account strategy, and collaborate internally to deliver a best-in-class customer experience.

As a Senior CSM, you will:

• Develop and execute strategies to enhance retention and mitigate churn.
• Identify and drive upsell and expansion opportunities within existing accounts.
• Improve Net Revenue Retention (NRR) through data-driven insights.
• Ensure high customer satisfaction (NPS, CSAT) with tailored success plans.
• Build customer advocacy through referrals, case studies, and testimonials.
• Leverage CRM and success tools (Hubspot, Salesforce, Gainsight) for efficiency.
• Act as a trusted advisor, aligning customer goals with our solutions.
• Maintain strong relationships with senior stakeholders (C-suite, VPs, Directors).
• Lead Executive/Quarterly Business Reviews (virtually and in-person/onsite). .
• Collaborate cross-functionally with Sales, Product, and Support to enhance the customer experience.

About You:

• Experienced: Customer Success, Account Management, or a similar role, with a proven ability to add value and build strong relationships with law firms in a fast-paced environment.
• Strategic: Proven success in retention, expansion, and building deep customer relationships
• Customer-Centric: Passionate about driving customer happiness and long-term success.
• Data-Driven: Strong ability to analyze customer health and take proactive actions.
• Influential: Skilled in managing and influencing senior stakeholders.
• Tech-Savvy: Proficient in CRM and Customer Success platforms (Hubspot, Salesforce, Gainsight, etc.).
• Collaborative: Comfortable working cross-functionally with internal teams.

What’s in it for you:

• We all share in Legl’s success. Everyone at Legl receives a competitive salary & share options.

£250 per year wellbeing budget to spend on anything which contributes to you being your best self

• Access to support sessions with a professional therapist

£1,000 per year L&D budget to prioritise your continued development.

• We love to get together regularly: from Hackathons to Summer & Winter Parties
• An opportunity to join a well-funded, highly ambitious post-Series B startup

Diversity At Legl, we believe that diversity drives innovation and success. We are committed to fostering an inclusive environment where everyone feels empowered to bring their authentic selves to work. By embracing diverse perspectives, backgrounds, and experiences, we strengthen our ability to deliver meaningful solutions. We actively encourage applications from individuals of underrepresented communities and are dedicated to creating a workplace where all voices are heard, valued, and respected.