Customer Success Specialist

About the role

We are looking for a Customer Success Specialist to deliver engaging product training and enablement for our UK legal customers. You will work closely with internal teams and client stakeholders to tailor learning experiences, identify growth opportunities and support long‑term success.

Key responsibilities

• Deliver virtual and in‑person product training across client accounts.
• Tailor training content for lawyers, trainees, PSLs and knowledge teams.
• Support onboarding, refresher and advanced training to improve product adoption.
• Build strong relationships with Knowledge Teams, IT and Practice Groups.
• Identify adoption gaps and recommend targeted training or support.
• Use data insights to shape training plans and demonstrate product value.
• Contribute to scalable learning content such as webinars, guides and videos.
• Manage scheduling, CRM records and key performance metrics.

Required profile

• Experience delivering software solutions or product training in legal, professional services or technology environments.
• Understanding of the UK legal market and law‑firm structures.
• Interest in how AI can enhance efficiency and client experience.
• Strong presentation and facilitation skills, both virtual and in‑person.
• Ability to manage multiple client accounts and competing priorities.
• Confidence engaging and influencing stakeholders at different levels.
• Comfortable using data and insights to inform decisions.
• Strong organisational and time‑management skills.

What we offer

• Healthy work‑life balance with flexible working hours.
• Wellbeing initiatives, shared parental leave, study assistance and sabbatical options.