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Wordsmith is a legal operations platform for in-house legal teams, backed by $100M in funding from Index Ventures, General Catalyst, and Highland Europe. The company serves 500+ customers including Financial Times, Canva, and Sage, helping legal teams consolidate scattered work into one system where AI agents handle routine tasks and lawyers maintain control over judgment-critical decisions.
As Customer Success Manager, you'll be the primary day-to-day champion for customers, responsible for their success and retention. This is a hands-on, non-quota-carrying role focused on driving customer value and adoption.
Key responsibilities include:
- Onboarding new customers through the 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, routing, and ensuring nothing falls through the cracks
- Driving continuous product adoption by identifying dormant users, highlighting 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 similar customer-facing roles. Recent graduates are welcome. The ideal candidate is hands-on and action-oriented, preferring to solve problems directly rather than escalate. You're commercially minded—understanding how adoption drives retention and growth—without carrying a sales quota. You communicate clearly with both technical and non-technical audiences, making complex concepts accessible. You're organized, reliable, and comfortable managing multiple priorities simultaneously. Curiosity about AI and legal tech is important; legal background is not required.
Wordsmith operates as an in-office team in Edinburgh. This is a high-performance environment where you'll work closely with colleagues, visit clients, and take ownership of complex problems with significant autonomy. The company is in a period of strong growth, winning new customers and expanding into larger accounts.
