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Wordsmith is a legal operations platform for in-house legal teams, backed by $100M from Index Ventures and General Catalyst. The company helps legal departments centralize work, automate routine tasks with AI agents, and maintain control over high-judgment matters. With 500+ customers including Financial Times, Canva, and Sage, Wordsmith is scaling rapidly in the legal AI space.
As Customer Success Manager, you'll be the primary point of contact for customer success and adoption. Your responsibilities include onboarding new customers through the full enablement process, from kick-off to confident product use. You'll manage the shared customer support inbox end-to-end—triaging, responding, routing, and ensuring nothing falls through the cracks. You'll proactively drive product adoption by identifying dormant users and underutilized features, running training sessions, and sharing best practices to keep accounts healthy and engaged.
You'll answer customer questions directly and see every issue through to resolution, acting as the first friendly response when customers need help. Beyond day-to-day support, you'll serve as the voice of the customer, feeding insights back to product and commercial teams to inform what gets built and sold. This is a hands-on role where you'll work directly with customers daily and see the direct connection between your work and customer value retention and growth.
The role is not quota-carrying but is commercially minded—you understand that engaged customers renew, expand, and become advocates. You'll work in a high-performance environment that values ownership, speed, and clear judgment. The team is in-office in Edinburgh, with the expectation that you'll be present for collaboration and client visits as your default.
