Hybrid Customer Success Executive

at Legatics

• Job title: Customer Success Executive
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £35,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Executive supporting customer onboarding and engagement for a legal tech company. Role entails driving customer adoption and managing support interactions for the Legatics platform.

Responsibilities

• 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.
• 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.
• Monitor usage insights to identify opportunities for re-engagement or proactive outreach.
• Support creation of customer-facing resources, documentation, and guides to enhance self-service and product understanding.
• Assist with customer offboarding processes, ensuring smooth transitions and capturing feedback.
• Leverage AI tools to enhance productivity in customer support, reporting, and communication.
• Work closely with the Senior CSM to support overall customer strategies and priorities.

Requirements

• 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

• Salary of £35,000 (depending on experience)
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
• Pension with NEST.
• Personal Learning & Development budget.
• Enhanced parental leave policies so you can spend more time with 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; and
• Regular socials.