Customer Success Manager - Family Law (Hybrid)

The Role

Customer Success Manager – Family

Location: Battersea, London (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.

About

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 Family Law Team as a Customer Success specialist, to help family clients successfully adopt and engage with the software. As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through on-boarding and ensuring they gain maximum value from the platform from day one.

You will work closely with legal professionals (predominantly family law specialist, but also other areas of law) to deliver on-boarding, 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 family law team enables you to have specialised focus and really understand the needs of the family users to best support them, and help drive change within the family practice area within the product.

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 family clients (although the role will also involve supporting non-family 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 family
• 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 business 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
• 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:

• 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