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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 scattered work across inboxes and systems, using AI agents to handle routine tasks while keeping lawyers in control of judgment-critical decisions. Over 500 companies including Financial Times, Canva, and Sage use Wordsmith.
As Customer Success Manager, you will be the primary day-to-day champion for customers, with no quota-carrying responsibilities. Your focus is on ensuring customers achieve their goals and derive maximum value from the platform.
Key responsibilities include:
- Onboarding new customers through the full enablement process, from contract signature to confident product usage
- Providing first-line customer support, answering questions, and resolving issues end-to-end
- Managing the shared customer inbox: triaging, responding, routing, and ensuring nothing falls through the cracks
- Driving continuous product adoption by identifying dormant users and underutilized features, running training sessions, and sharing best practices
- Acting as the voice of the customer, feeding insights back to product and commercial teams
You should have experience in customer success, support, account management, or any customer-facing role. Recent graduates are welcome. The ideal candidate is hands-on and willing to roll up their sleeves, commercially minded (understanding how adoption drives retention and growth), a clear communicator who can simplify technical concepts, organized and reliable, and curious about AI and legal technology.
Wordsmith operates as an in-office team in Edinburgh. This is a high-performance environment where you'll be expected to take ownership, move quickly, and work with autonomy on complex customer relationships. The company is in a period of strong growth, winning new customers and expanding into larger accounts.
