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Customer Success & Onboarding Manager

£65-75k | London (Hybrid) | Full-Time | Reports to CRO

The Company

Our client is a leading legal knowledge and technology platform trusted by many of the UK’s top law firms, professional services businesses, and in-house legal teams.

The platform provides legal knowledge resources, automated documentation tools, and professional training solutions used daily by legal professionals ranging from trainees through to partners, General Counsel and company secretaries.

Following continued growth and expansion across multiple product lines, the business is looking to hire a Customer Success & Onboarding Manager to support customer adoption, retention and long-term account growth.

The Opportunity

This is a commercially focused Customer Success role owning the post-sale customer journey across a portfolio of legal sector clients.

The successful candidate will manage onboarding, adoption, engagement, renewals and customer relationships, working closely with Sales, Product, Editorial and Marketing teams to ensure customers achieve maximum value from the platform.

This role would suit someone who enjoys relationship management, structured onboarding, customer engagement and working with highly professional client bases in a SaaS or subscription environment.

Key Responsibilities

Customer Onboarding & Adoption

• Lead onboarding programmes for new customer accounts
• Deliver virtual and in-person product training sessions to different user groups
• Drive user adoption across the wider platform suite
• Create onboarding materials, training documentation and customer playbooks
• Monitor activation milestones and identify blockers to adoption

Customer Success & Relationship Management

• Manage a portfolio of law firm and in-house legal accounts
• Act as the primary post-sale relationship owner
• Monitor customer health, engagement and usage trends
• Conduct regular account reviews and success planning meetings
• Build trusted relationships with senior stakeholders across customer organisations

Renewals & Commercial Growth

• Support and manage subscription renewal activity
• Reduce churn through proactive engagement and customer support
• Identify cross-sell and upsell opportunities for the commercial team
• Support wider retention and Net Revenue Retention targets

Customer Feedback & Internal Collaboration

• Gather customer feedback on platform usability, content and product enhancements
• Share customer insight with Product and Editorial teams
• Work closely with Sales and Account Management on smooth client handovers
• Help develop customer advocacy, referrals and case studies

Data & Reporting

• Maintain accurate CRM and customer health data
• Report on onboarding, adoption, retention and customer satisfaction metrics
• Contribute to the development of scalable Customer Success processes and tooling

Candidate Requirements

Essential

• 2–5 years’ experience within Customer Success, Account Management or post-sale SaaS environments
• Experience managing customer portfolios with responsibility for retention and engagement
• Strong communication and stakeholder management skills
• Comfortable working with senior professional client bases
• Experience using CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight or similar
• Organised, commercially minded and data-driven

Desirable

• Experience within legal tech, publishing, professional services or subscription businesses
• Exposure to scaling or high-growth environments
• Understanding of SaaS metrics including churn, retention and upsell
• Interest in legal technology or AI within professional services

Why Join?

• Established, highly regarded legal technology platform
• Strong recurring revenue and loyal customer base
• Opportunity to shape Customer Success processes within a scaling business
• Broad role spanning onboarding, adoption, retention and growth
• Exposure to senior legal stakeholders across leading firms
• Hybrid working environment with strong long-term growth potential

Ideal Backgrounds

Suitable candidates are likely to come from:

• B2B SaaS
• Legal tech
• Professional services platforms
• Subscription-based businesses
• Knowledge, training or content platforms

Relevant titles may include:

• Customer Success Manager
• Client Success Manager
• Customer Onboarding Manager
• Client Services Manager
• Account Manager (post-sale)