Customer Success Manager
ABOUT WORDSMITH
Wordsmith is building the AI platform for in-house legal teams. Our customers use Wordsmith to move faster, automate the repetitive parts of legal work, and give their whole business quicker access to legal support. We're growing quickly, and every new customer we win deserves a brilliant experience from day one — that's where you come in.
ABOUT THE ROLE
We’re hiring a Customer Success Manager to help customers achieve lasting value from Wordsmith and own their renewal.
Once a customer has been implemented by our Transformation team, you’ll become their day-to-day success partner. You’ll help them embed Wordsmith into their organisation, increase meaningful adoption and demonstrate the impact the platform is having on their work.
You’ll own the customer journey from post-implementation handover through to renewal, connecting customer outcomes with retention. That means understanding what success looks like, building strong relationships, identifying risk early and managing the renewal process from initial planning through commercial conversations to signature.
You won’t own technical support or implementation. You will be accountable for adoption, customer health, value realisation and renewals across your portfolio, working with Account Management on expansion opportunities.
It’s an early-career role with meaningful responsibility and close support from our Head of Customer Success. You’ll receive coaching on managing customer relationships, leading renewal conversations and developing the commercial judgement to become an excellent CSM.
WHAT YOU'LL DO
- Own customer success plans — understand what each customer wants to achieve, agree measurable outcomes and keep progress visible.
- Take customers forward after implementation — partner with our Transformation team to ensure a clear handover and help customers move from initial deployment to sustained adoption.
- Drive adoption — use product data and customer conversations to...