Customer Success Executive

About Legatics

Legatics is transforming legal transaction management through intuitive, intelligent technology that removes manual work and helps legal teams collaborate more efficiently. We work closely with leading law firms to modernise deal execution and improve the experience for both lawyers and their clients.

We are growing our Customer Success team and are looking for a proactive, enthusiastic Customer Success Executive to help us deliver exceptional experiences for our customers.

This is a junior-level role designed for individuals looking to start and grow a career in Customer Success within a high-growth legal tech company. As an Customer Success Executive, you will support the full customer lifecycle - from onboarding through adoption and ongoing support - ensuring that users get maximum value from the Legatics platform.

You will play a key role in customer enablement, delivering adoption, managing a low-volume support inbox, owning the onboarding and offboarding processes, and contributing to customer health and retention. You will work closely with and learn from the Senior Customer Success Manager, while receiving strategic guidance from the VP, Customer.

This role is ideal for someone who takes initiative, is curious, eager to learn, comfortable with technology (including AI tools), and excited about building strong relationships with customers.

• Support customer onboarding, including setting up new work spaces, delivering training sessions, and guiding users through best practices.
• Conduct product demonstrations for new and existing customers with confidence, clarity, and enthusiasm.
• Assist in driving customer adoption by understanding their workflows, identifying opportunities for optimisation, and reinforcing product value.
• Continuously seek to improve training efficiency and reach through automation and AI-enhanced content creation.

• Manage a low-volume support inbox, ensuring timely, high-quality responses and excellent customer satisfaction.
• Troubleshoot user queries and collaborate with Product and Engineering teams when needed.
• Maintain accurate customer records and interaction notes within the CRM and CS tools.
• Assist in the creation and delivery of training materials (knowledge base articles, user guides, video tutorials).
• Proactively identify opportunities to introduce AI-based tools to enhance support workflows, reporting and responsiveness.
• Support creation of customer-facing resources, documentation, and guides to enhance self-service and product understanding.

• Assist with customer offboarding processes, ensuring smooth transitions and capturing feedback.
• Monitor usage insights to identify opportunities for re-engagement or proactive outreach.

• Leverage AI tools to enhance productivity in customer support, reporting, and communication.
• Continuously develop AI literacy to improve workflows, analyse customer needs, and support automation initiatives.

• Work closely with the Senior CSM to support overall customer strategies and priorities. Provide actionable customer feedback to internal teams to drive product improvements.
• Contribute to building a scalable, efficient Customer Success function as Legatics grows.

You would be working with a welcoming, inclusive, and committed team.

Team culture is really important to us. We’re looking for someone excited to join as a key employee at this important stage in our growth — someone who brings fresh ideas and new perspectives to Legatics. You’ll have regular opportunities to collaborate with senior leadership and contribute directly to strategic conversations. We’re a friendly and passionate bunch with a wide range of interests, and we love to socialise together too, holding regular team events.

• A strong interest in starting or growing a career in Customer Success
• Excellent communication skills, both written and verbal
• Take ownership, show adaptability and have a growth mindset
• Enthusiastic, proactive, and eager to learn
• Confident…