Customer Success Manager

About LawConnect

When people face a legal problem, most don’t know where to start. LawConnect exists to change that - helping everyone understand their situation, build confidence, and find the right legal help when it matters most.

We’re redefining how consumers get legal help by combining AI with our leading lawyer marketplace. Backed by one of the largest legal software companies globally, we bring the stability and resources of an established business with the speed and ambition of a well-funded startup.

This is an environment built around innovation, experimentation, and moving quickly. Small team, real momentum, and a global ambition. You’ll work alongside talented people who care deeply about making legal help accessible to everyone.

What you’ll do

You'll join a small, growing team as our second Customer Success Manager – supporting the law firms on our platform from onboarding through to retention and growth. You'll build deep expertise in how your portfolio operates and help each firm see how our lead generation platform can drive their commercial goals. You'll spot the signals behind churn and growth, and be the voice of the customer back into Product and Marketing. Your goal: firms that stay, grow, and would recommend us without hesitation.

To make this happen you will:

• Lead structured onboarding for new paying firms, setting clear success milestones from day one.
• Build trusted relationships with firm owners and key stakeholders through regular check-ins and account reviews.
• Drive product adoption and support firms through the shift to monthly subscription and higher-value tiers.
• Monitor customer health, spot risk indicators early, and intervene before firms churn.
• Identify and act on expansion and upsell opportunities across your portfolio.
• Manage inbound queries and resolve platform issues quickly, escalating technical concerns where needed.
• Analyse usage and revenue data to understand what's driving growth – and what isn't – across your accounts.
• Feed customer insight back into Product and Marketing to help shape what we build and how we talk about it.

What you’ll bring

• 3+ years in Customer Success, Account Management or Relationship Management.
• Experience managing paying B2B customers, ideally in a SaaS or platform business.
• Strong onboarding and implementation experience.
• Comfortable analysing usage data to spot growth opportunities and early risk signals.
• Excellent verbal and written communication – you can hold your own with a law firm partner.
• Experience with legal, professional services or small business clients highly regarded.

You are the type of person who

• Listens more than you talk, and builds credibility through expertise rather than persuasion.
• Thinks commercially but leads with empathy – you want firms to genuinely succeed, not just renew.
• Follows through on every commitment without needing to be chased.
• Comfortable having direct conversations about value, pricing or performance.
• Enjoys turning a messy problem into a clear, structured plan.

LawConnect is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all the requirements above, we encourage you to still submit your application.

Why join LawConnect?

• Your work matters. We solve real world problems that improve and support local, everyday law firms. So they can do their best work for the people in the communities they serve.
• Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference.
• Work with a group of authentic, passionate people who love what they do.
• Genuine startup energy - small team, fast decisions, real trajectory, backed by one of the largest legal software companies in the world.
• Flexible and hybrid working. We engage, share, and collaborate on ideas and workflows.
• Career and learning opportunities - we move fast and need smart people to get us where we're going. We are a scaling business and looking for people who want to grow with us.
• Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
• We value your well-being with additional time off, gym membership and other perks.
• Fast-paced tech environment, if we don't disrupt ourselves someone else will do it!
• Access to LEAP Home - a program unique to the ATI Group to support you in buying your primary residence.