Customer Success Manager

The role

You will help customers achieve value from the Wordsmith AI platform and own their renewals. You will manage the customer journey from post-implementation handover through to renewal by driving adoption and building relationships.

What you will do

• Own customer success plans and measurable outcomes
• Partner with the Transformation team for post-implementation handovers
• Drive adoption using product data and customer conversations
• Build relationships with users, champions, and senior stakeholders
• Run regular check-ins, adoption reviews, and value reviews
• Monitor customer health using usage data and feedback
• Build recovery plans to address disengagement or risk
• Own the renewal process from planning to signature
• Maintain accurate renewal forecasts
• Identify expansion opportunities for Account Management

Required qualifications

• Experience in customer success, account management, consulting or another customer-facing environment
• Proactive approach
• Strong relationship-building skills
• Commercial awareness
• Clear, warm communication style
• Strong organisation
• Confidence working with data
• Curiosity about AI and legal technology
• Strong learning mindset

Nice to have

• Previous experience owning renewals

Benefits

• Ground-floor seat at a fast-growing AI company
• Learning the full customer lifecycle
• Direct access to customers and the founding team
• Investment in your growth

About the company

Wordsmith is building the AI platform for in-house legal teams. The company is growing quickly and helps customers automate repetitive parts of legal work.