Job Specifications
About Legatics
Legatics is transforming legal transaction management through intuitive, intelligent technology that removes manual work and helps legal teams collaborate more efficiently. We work closely with leading law firms to modernise deal execution and improve the experience for both lawyers and their clients.
We are growing our Customer Success team and are looking for a proactive, enthusiastic Customer Success Executive to help us deliver exceptional experiences for our customers.
Role Overview
This is a junior-level role designed for individuals looking to start and grow a career in Customer Success within a high-growth legal tech company. As an Customer Success Executive, you will support the full customer lifecycle - from onboarding through adoption and ongoing support - ensuring that users get maximum value from the Legatics platform.
You will play a key role in customer enablement, delivering adoption, managing a low-volume support inbox, owning the onboarding and offboarding processes, and contributing to customer health and retention. You will work closely with and learn from the Senior Customer Success Manager, while receiving strategic guidance from the VP, Customer.
This role is ideal for someone who takes initiative, is curious, eager to learn, comfortable with technology (including AI tools), and excited about building strong relationships with customers.
What You'll Be Doing
Onboarding
Support customer onboarding, including setting up new workspaces, delivering training sessions, and guiding users through best practices
Conduct product demonstrations for new and existing customers with confidence, clarity, and enthusiasm
Assist in driving customer adoption by understanding their workflows, identifying opportunities for optimisation, and reinforcing product value
Continuously seek to improve training efficiency and reach through automation and AI-enhanced content creation
Customer Support & Engagement
Manage a low-volume support inbox, ensuring timely, high-quality responses and excellent customer satisfaction
Troubleshoot user queries and collaborate with Product and Engineering teams when needed
Maintain accurate customer records and interaction notes within the CRM and CS tools
Assist in the creation and delivery of training materials (e.g., knowledge base articles, user guides, video tutorials)
Proactively identify opportunities to introduce AI-based tools to enhance support workflows, reporting and responsiveness
Support creation of customer-facing resources, documentation, and guides to enhance self-service and product understanding
Customer Lifecycle Management
Assist with customer offboarding processes, ensuring smooth transitions and capturing feedback
Monitor usage insights to identify opportunities for re-engagement or proactive outreach
AI-Enabled Work & Literacy
Leverage AI tools to enhance productivity in customer support, reporting, and communication
Continuously develop AI literacy to improve workflows, analyse customer needs, and support automation initiatives
Collaboration & Continuous Improvement
Work closely with the Senior CSM to support overall customer strategies and priorities.Provide actionable customer feedback to internal teams to drive product improvements
Contribute to building a scalable, efficient Customer Success function as Legatics grows
Who would you be working with?
You would be working with a welcoming, inclusive, and committed team.
Team culture is really important to us. We're looking for someone excited to join as a key employee at this important stage in our growth — someone who brings fresh ideas and new perspectives to Legatics. You'll have regular opportunities to collaborate with senior leadership and contribute directly to strategic conversations. We're a friendly and passionate bunch with a wide range of interests, and we love to socialise together too, holding regular team events.
Requirements
What we need from you
A strong interest in starting or growing a career in Customer Success
Excellent communication skills, both written and verbal
Take ownership, show adaptability and have a growth mindset
Enthusiastic, proactive, and eager to learn
Confident delivering demos or presentations to customers or small groups Comfortable managing a support inbox with professionalism and attention to detail
Tech-savvy, with strong general digital literacy and a desire to deepen AI skills
Highly organised with an ability to prioritise multiple responsibilities
Bonus points (but don't let these put you off applying) if:
You have experience in a customer-facing role (support, sales, onboarding, hospitality, etc.)
You're familiar with SaaS tools or legal technology
You've had exposure to CRM or customer success platforms
You have an interest or background in the legal sector
Benefits
What we offer you
Salary of £35,000 (depending on experience)
25 days holiday per year (plus public holidays)
Early Finish Fridays - on the last Frida
About the Company
Legatics is a transaction management platform that streamlines the way lawyers collaborate and close deals. With real-time permissioned checklists, status dashboard, signature management and closing set automation, Legatics provides clarity, reduces risk, saves time that is typically written-off, and enhances the client experience. We are trusted by the world's leading law firms, including many of the AmLaw 100, UK top 100 and Chambers Band 1 ranked law firms globally and have had matters originate in over 60 countries.
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