Legatics

Senior Customer Success Manager

Join Legatics as they are looking for a Senior Customer Success Manager

About Legatics

Legatics is one of the world’s leading LegalTech scale-ups. Our legal transaction management platform enables law firms and their clients to collaborate on and close deals in an interactive online environment, providing clarity, reducing risk and saving time.

Our customers include some of the world’s top law firms, such as Allen & Overy, Hogan Lovells, Herbert Smith Freehills, Shearman & Sterling and King & Wood Mallesons. Legatics has been used globally on live transactions originating in more than 40 countries.

We are on a mission to transform the $600bn market for legal services worldwide and to work with our customers to bring the way they manage deals into the 21st century. We recently closed our Series A fundraise and we now need creative and empowered individuals to help us execute on our mission.

Requirements

The role

Reporting up to the Head of Customer Success, we are looking for an experienced Team Lead of Customer Success to work closely with the Head of CS to manage and be responsible for the long term success of our Legatics end users globally.

The CS team’s mission is to help customers drive adoption of the Legatics platform within their firms, identify opportunities to empower our end users, and provide valuable product feedback to ensure users get the most out of our software.

We are looking for someone who has a track record of managing a team, with demonstrable customer-facing experience as a CSM or Account Manager in a SaaS company. We would expect you to be passionate about strategically driving successful customer and user outcomes.

The company is currently working remotely, with specific teams attending offices in London around once a week.

What you will be doing:

Team Leadership

  • Foster a positive team environment, be a present coach, managing Customer Success managers, including hiring, nurturing staff development, and maintaining staff satisfaction.
  • Working with the Head of Customer Success to attract and hire great talent to expand the team.
  • Ensuring the team has a clear development plan and clear path for progression.
  • Manage, prioritise, and oversee the daily tasks of the team.
  • Setting and implementing standards and working methods.
  • Work with your team to understand each customer's evolving business and technical goals for using Legatics and continuously demonstrating value.
  • Monitor your team's book of business to identify risks and opportunities, taking action or escalating as appropriate.
  • Monitor the team’s day to day assignments and work routines, make sure we meet SLA’s and KPI’s
  • Oversee escalations for assigned accounts and team’s accounts.
  • Coach team on customer success best practices.
  • Analyse customer and performance data to make informed decisions about operational and procedural changes.

Project and Process Management

  • Define, launch and drive strategic and operational enhancements to the CS team’s processes.
  • Work with the Head of Customer Success to put in place Standard Operating Procedures and KPIs.
  • Be accountable for managing risk, forecasting user adoption accurately and spotting and driving growth opportunities.
  • Work closely with the Head of Customer Success to refine and improve current CS operations and be proactive in driving new projects and initiatives.
  • Organise and analyse data outputs, e.g. using Excel, Google sheets or other tools.
  • Ensure execution of customer journey touchpoints, including onboarding, retention strategies and coaching the team on identifying other opportunities.

User Journey Insights

  • Manage a broad portfolio of our user base in a personalised way, by reaching out for feedback and providing product education assistance as part of the user journey.
  • Develop new and creative ways to bring successful moments to the user journey through automation of tailored communications.
  • Create and deliver success plans and success reviews with your customers to optimise their usage of Legatics and constantly drive value.
  • Coordinate with the Engagement team to ensure we are capturing customer stories that lead to referrals, testimonials and case studies.

Product Education

  • Become a subject matter expert on the Legatics platform and its capabilities, and be on hand to consult, scope and manage ad hoc projects related to the product roadmap.
  • Ensure the team and the wider company maintains a deep understanding of the Legatics product and use cases.
  • Advocate for our customers and users internally by delivering informed, quantified feedback, especially ensuring this is clearly communicated to our Product team.
  • Provide regular platform training for the wider teams and partner with them to identify knowledge gaps and implement consistency improvements.
  • Identify, track and report on key product and user metrics for the company that will better inform decision-making around customer opportunities and retention risks.

We need to be accessible to our customers at all times, this means that you will be expected to be available out of hours and weekends from time to time.

Who would you be working with?

Tina Faghihi, Head of Customer Success & Engagement - who you will be reporting into, alongside a welcoming, inclusive and committed team. Team culture is really important to us. We are looking for someone who is excited to join us as a key employee at this important stage in our growth and who will bring new and exciting perspectives to Legatics. We are a friendly and passionate bunch with a wide range of interests. We love to socialise together too, holding regular team events.

What we need from you:

  • 2+ years experience in team leadership;
  • Strong empathy for customers and passion for revenue and growth;
  • a commitment to develop a deep understanding of legal technology;
  • a willingness to engage with and present to senior stakeholders in law firms;
  • to have high standards of integrity and trust;
  • to be self-motivated and willing to work independently where required to complete projects successfully;
  • a commitment to developing strong communication, listening, presentation, and negotiation skills;
  • an enthusiasm and willingness to learn in order to perform the above in a dynamic and rapidly changing scale-up environment;
  • a right to work in the UK (unfortunately, we are not in a position to support visa sponsorship at this stage);

Bonus points for the following (but don’t worry, these are not essential):

  • exposure to legal practice, law firms or lawyers
  • familiarity with customer relationship management software
  • another European language

Benefits

What we offer you

  • Up to £60,000 base salary, negotiable depending on experience
  • 25 days holiday per year (plus public holidays)
  • Early finish on the last Friday of the month
  • Pension with NEST
  • Personal Learning & Development budget
  • Access to an Employee Assistance Program which includes free therapy sessions for you and your family
  • Lots of opportunities for accelerated professional development and career progression
  • Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups
  • A warm, genuinely collaborative culture and an awesome team
  • Regular socials

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team and are constantly looking for ways to improve our processes to help us do that.