Director of Customer Success overseeing strategy execution and team leadership at Float. Leading customer growth initiatives for the fintech company's business finance platform.
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.
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