Customer Success Manager

We're hiring a Customer Success Manager to be the hands-on, day-to-day champion for our customers. This is not a quota-carrying role. Your job is to make customers successful: get them onboarded quickly, answer their questions, keep our shared inbox humming, and continually drive adoption of the product across their teams. It's an early-career role with real responsibility from week one. You'll work directly with customers every day and see the direct connection between the work you do and the value they get - and, in turn, the revenue they retain and grow with us.What you'll do

• Onboard new customers and new business - run the enablement process that takes a freshly signed customer from kick-off to confident, active use of Wordsmith.
• Answer customer support questions - be the first, friendly, fast response when customers need help, and see every question through to resolution.
• Manage the shared customer inbox - own it end to end: triage, respond, route, and make sure nothing slips through the cracks.
• Drive product adoption, constantly - spot dormant users and under-used features, run training sessions, share best practice, and turn every account into an engaged, healthy one.
• Be the voice of the customer - feed what you hear back to the product and commercial teams so we build and sell the right things.
  
  0-2 years of experience - in customer success, support, account management, hospitality, or any role where you looked after people. Recent graduates welcome.
• Super hands-on with customers - you roll up your sleeves, get on the call, write the doc, chase the answer. You'd rather fix it than file it.
• Commercially minded - you don't carry a quota (retention), but you understand why adoption matters: engaged customers renew, grow, and become advocates. You connect your daily work to that outcome.
• A clear, warm communicator - comfortable writing and speaking with customers all day, and able to make technical things feel simple.
• Organised and reliable - you can juggle an inbox, a training schedule, and a list of follow-ups without dropping any of them.
• Curious about AI and legal tech - you don't need a legal background, but you're excited to learn the product deeply and become a genuine expert in it.
  
  Ground-floor seat at a fast-growing AI company, with a front-row view of how modern legal teams adopt AI.
• A role where you learn the full customer lifecycle - onboarding, support, adoption, renewal - the foundation for a career in customer success or commercial roles.
• Direct access to customers and to the founding team; your feedback shapes the product.
• A team that ships fast, cares about customers, and will invest in your growth.