Senior Customer Success Manager

Hi We’re Legl.

Legl is building the operating system for modern legal services.

We help law firms and regulated businesses replace manual, fragmented workflows with intelligent software from client onboarding and compliance to payments, risk, and reporting.

Legal work is high-stake - it’s regulated, complex, and deeply impactful - and our mission is to help regulated firms grow faster, run their businesses more profitably, manage risk intelligently, and deliver great client experiences

We’re backed by leading European VCs, scaling quickly, partnered with over 600 law firms including 50 of the UK’s top 200, launched in the UK and Australia - and entering our next phase of growth.

We Work Best When

• AI is the central-operating model: not a tool or a future plan - but assumed in the way we operate.

• Decisions live with people: you're trusted to make calls and own them.

• Think deeply, execute quickly: speed and rigour, not speed or rigour.

What You’ll Do

As a Senior Customer Success Manager at Legl, you'll:

• Own a book of ~30-35 high-value, high-growth accounts and the commercial numbers against them.

• Embed yourself as a strategic partner with your firms: building strong relationships with stakeholders, understanding their problems, articulating where the Legl product solves their challenges and championing your customers needs and experience with the Product team where it doesn’t.

• Deeply understand the strategic objectives of our firms and the problems they solve - tailoring our experience and service to drive adoption and long-term advocacy.

• Build above-the-line relationships - get beyond your day-to-day champion to the decision-makers, and run QBRs/EBRs that connect Legl to the firm's real business priorities rather than ticking a box .

This Role Is a Great Fit If…

• You've carried and beaten an expansion or NRR number in a CS or AM role - owning revenue isn't new to you.

• You bring sales discipline to CS - qualify with MEDDIC (or similar), keep a clean forecast you'd stake your number on, and multi-thread every strategic account.

• You think like a commercial operator: you spot whitespace, create urgency, and close.

• You're comfortable in the room with senior stakeholders (partners, MPs, COOs) and can hold a business conversation, not just a product one.

• You use a sales methodology instinctively (MEDDIC / MEDDPICC) and run a disciplined pipeline and forecast.

• You're energised by a smaller book of high-value, complex accounts where depth beats volume.

• You want to build the expansion motion, not just maintain accounts - and you'll use AI to cover more ground.

This Role Is Not a Great Fit If…

• You see CS as reactive support and relationship-keeping rather than owning a revenue number.

• You're uncomfortable initiating commercial conversations or pushing for the close.

• You'd rather follow a finished playbook than build the motion as you go.

• You prefer managing a high volume of low-touch accounts to going deep on a few.