Customer Success Manager – Private Client, Legal Tech

Ingot Legal Recruitment

. Build strong relationships with customers to drive satisfaction, loyalty, and long-term retention .

Posted 11/12/2026full-timeNottingham • United KingdomJuniorMid-Level💰 £40,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management and software adoption, with a strong understanding of the legal industry and client expectations. Capable of delivering effective training and support to enhance customer satisfaction and retention.

Highest-signal resume keywords

Client-Facing ExperienceCustomer Renewals ManagementLegal Industry UnderstandingOnsite And Remote Training DeliveryStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health Metrics MonitoringCase Management Software SupportProject ManagementSolution ExplanationMicrosoft WordMicrosoft ExcelMicrosoft OutlookXero Knowledge

Soft Skills

Organisational SkillsTime ManagementSelf-MotivationDisciplineProfessional Presentation

Certifications & Qualifications

Full UK Driving Licence

Industry Keywords

Private Client ExperienceSmall Law Firm EnvironmentsSolicitors' Accounts Rules

About the role

Key responsibilities & impact

Build strong relationships with customers to drive satisfaction, loyalty, and long-term retention
Act as a trusted adviser and subject matter expert for the software
Support customers nationwide to maximise value from their case management software
Promote adoption of the full product suite, including new features and functionality
Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
Proactively address customer concerns and resolve issues in collaboration with internal teams
Deliver onsite and remote training sessions to support product adoption and best practice use
Engage with customers throughout their life-cycle to ensure continued success
Identify opportunities to develop reference customers and support new business initiatives
Represent the company at industry events and deliver customer webinars showcasing product updates and best practices
Guide clients through onboarding and implementation support
Provide hands-on support from initial project meetings through post-implementation follow-ups

Requirements

What you’ll need

Experience in a client-facing role
2+ years experience in Private Client
An understanding of the legal industry and how firms operate
Experience managing customer renewals and maintaining service quality
Willingness to travel nationwide approximately 2 to 3 days per week
Excellent organisational and time management skills
Strong written and verbal communication skills
Self-motivated, disciplined, and able to work independently
Passion for technology and helping customers succeed with software
Ability to clearly explain solutions and workarounds in a simple, concise way
Full UK driving licence and access to a car (car allowance provided)
Professional, articulate, and well presented
Strong working knowledge of Microsoft Word, Excel, and Outlook
Legal or accounting background or relevant qualifications (desirable)
Understanding of small law firm environments and client expectations (desirable)
Knowledge of Solicitors' Accounts Rules (desirable)
Experience delivering onsite or remote training (desirable)
Basic knowledge of Xero (desirable)

Benefits

Comp & perks

£7,200 car allowance
Generous professional development fund
Support for training, learning, and career progression
Private health insurance (including dental and optical)
£80 monthly gym contribution
Employee Assistance Programme
Life insurance cover
8% employer pension contribution
PerkBox membership with discounts and rewards
Cycle to Work scheme
Access a unique program to support you in buying your primary residence
25 days annual leave + 8 bank holidays
Enhanced parental leave
One paid volunteer day each year for a charity of your choice
Friendly, supportive, and driven culture
Free healthy breakfast, light lunch, and snacks
Regular socials