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Legl is building an operating system for modern legal services, helping law firms and regulated businesses replace manual workflows with intelligent software covering client onboarding, compliance, payments, risk, and reporting. The company is backed by leading European VCs, has partnered with over 600 law firms including 50 of the UK's top 200, and operates in the UK and Australia.
As a Senior Customer Success Manager, you will own a portfolio of law firms from contract signature through launch and ongoing growth. This is a commercial role built on a usage-based revenue model where customer adoption and advocacy directly drive revenue.
Key responsibilities include:
- Running launches end-to-end: deeply understanding customer problems and objectives, taking newly signed firms from contract to live operations, setting clear milestones, building relationships and advocacy, and delivering measurable value.
- Driving adoption and growth: delivering expansion motions across your portfolio, increasing time-to-value, and executing upsell and cross-sell opportunities.
- Leading change management: embedding yourself as a trusted partner within firms, enabling genuine operational transformation and process modernization.
- Feeding insights back into Legl: identifying patterns across firms to create GTM and product feedback loops that inform regional expansion and product iteration.
The role operates in a scrappy, agile early-stage scale-up environment where you'll navigate ambiguity, take ownership, and iterate quickly. You'll be expected to help build playbooks and processes rather than follow fully defined ones.
Requirements:
- Proven experience running customer launches or implementations for B2B SaaS products, with perspective on what drives successful land vs. failed deployments.
- Track record carrying a number (expansion revenue, net revenue retention, or similar) and comfort navigating commercial conversations.
- Ability to drive genuine change management—not just tool training, but real transformation in how firms operate and their ways of working.
- Comfort with ambiguity and scrappy execution in an early-to-market scale-up; strong ownership mentality and ability to learn and iterate quickly.
- Mindset: view customer success as driving measurable results and customer outcomes, not just retention or relationship management.
