Customer Success Manager

Wordsmith is building the AI platform for in-house legal teams. We're hiring a Customer Success Manager to help customers achieve lasting value from Wordsmith and own their renewal. As day-to-day success partner after implementation by the Transformation team, you will help customers embed Wordsmith, increase meaningful adoption and demonstrate the platform's impact. The role is an early-career position with close support from the Head of Customer Success. It is an in-person role based in Edinburgh, with the office or customer visits as the default.

Responsibilities

Own customer success plans and agree measurable outcomes; Take customers forward after implementation in partnership with the Transformation team; Drive adoption using product data and customer conversations; Build trusted relationships with users, champions and senior stakeholders; Lead check-ins, adoption reviews and value reviews; Monitor customer health and identify risk early; Turn risk into action with recovery plans; Own renewals from start to finish, including commercial discussions and signatures; Keep renewal forecasts accurate; Partner with Account Management on expansion opportunities; Represent the customer by turning feedback into insight for Product, Support and Commercial teams; Improve playbooks, processes and health measures for Customer Success and renewals

Requirements

Some experience in customer success, account management, consulting or another customer-facing environment; Recent graduates with strong relevant experience are also welcome; A proactive approach; Strong relationship-building skills; Commercial awareness; A clear, warm communication style; Strong organisation; Confidence working with data; Curiosity about AI and legal technology; A strong learning mindset

Nice to have

Previous experience owning renewals

Benefits

Ground-floor seat at a fast-growing AI company; Learn the full customer lifecycle from onboarding to renewal; Direct access to customers and the founding team; Team that invests in career growth; Regular support and coaching from the Head of Customer Success