Customer Success Manager - Crime (Hybrid)

Customer Success Manager – Crime

Location: Manchester, (Hybrid) | Permanent | Full-Time

Ready to transition from traditional legal practice into the fast-growing world of legal technology? This role could be the perfect next step. Our client is the global leader in Legal Practice Productivity Solutions and part of one of the largest international LegalTech companies. For more than 30 years they have been developing innovative technology that helps lawyers run more efficient and profitable law firms. Their mission is simple: to help lawyers who help people.Their market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, they're a fast-growing global technology business where ambitious people thrive.

The Opportunity

Join the Criminal Law Team as a Customer Success specialist, to help Criminal Law clients successfully adopt and engage with the software. As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through onboarding and ensuring they gain maximum value from the platform from day one.You will work closely with legal professionals (predominantly Criminal Law specialists, but also other areas of law) to deliver onboarding, implementation support, and tailored training. From initial project meetings to post-implementation follow-ups, you will provide hands-on support both on-site and face-to-face, ensuring clients feel confident integrating the software into their daily operations.This is a great opportunity to make a meaningful impact by supporting clients from implementation through to business-as-usual. Being part of the Criminal Law team enables you to have specialised focus and really understand the needs of the Criminal Law users to best support them, and help drive change within the Criminal Law practice area.

What you'll do

• Build strong relationships with customers to drive satisfaction, loyalty, and long-term retention
• Act as a trusted adviser and subject matter expert for the software
• Be focused on Criminal Law clients (although the role will also involve supporting non-Criminal lawyers)
• Support customers nationwide to maximise value from their case management software
• Encourage and support users as they adopt AI and new technologies, to better perform their roles.
• Promote adoption of the full product suite, including new features and functionality as they are developed within Criminal Law
• Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
• Proactively address customer concerns and resolve issues in collaboration with internal teams
• Deliver onsite and remote training sessions to support product adoption and best practice use
• Engage with customers throughout their life-cycle to ensure continued success 
• Identify opportunities to develop reference customers and support new business initiatives
• Represent the company at industry events and deliver customer webinars showcasing product updates and best practices

What you'll bring:

• 3-5 years' experience in a Customer Success, Legal Support, Account Management, or similar client-facing role. Applications will also be considered from applicants with a similar level of experience working in Criminal Law with transferable skills.
• Experience managing customer renewals and maintaining service quality
• Willingness to travel nationwide approximately 2 to 3 days per week (for on-site customer visits)
• Excellent organisational and time management skills
• Strong written and verbal communication skills
• Self-motivated, disciplined, and able to work independently
• Passion for technology and helping customers succeed with software
• Ability to clearly explain solutions and workarounds in a simple, concise way
• Full UK driving licence and access to a car (car allowance provided)
• Professional, articulate, and well presented
• Strong working knowledge of Salesforce, Microsoft Word, Excel, and Outlook

Desirable:

• Experience of Criminal Legal Aid work
• Legal or accounting background or relevant qualifications
• Understanding of small law firm environments and client Expectations
• Knowledge of Solicitors' Accounts Rules
• Experience delivering onsite or remote training
• Basic knowledge of Xero

What you'll get

Career & Growth

• Generous professional development fund
• Support for training, learning, and career progression

Health & Well-being

• Private health insurance (including dental and optical)
• £80 monthly gym contribution
• Employee Assistance Programme
• Life insurance cover

Financial Benefits

• Competitive salary
• Car allowance
• 8% employer pension contribution
• PerkBox membership with discounts and rewards
• Cycle to Work scheme
• Access to a program to support you in buying your primary residence

Time off

• 25 days annual leave + 8 bank holidays
• Enhanced parental leave
• One paid volunteer day each year for a charity of your choice
• Work anniversary rewards

Work environment

• Friendly, supportive, and driven culture
• Free healthy breakfast, light lunch, and snacks
• Monthly socials