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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in B2B SaaS customer success with a focus on driving adoption and implementing effective onboarding strategies. Proficient in designing and delivering training, utilizing data for insights, and fostering strong relationships across teams.
Highest-signal resume keywords
B2B SaaS Customer SuccessOnboarding And ImplementationTraining And Workshops DesignSalesforce ExperienceData-Informed Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
OnboardingImplementationPlatform SetupConfigurationIntegrationsTraining DeliveryUsage AnalysisAdoption Growth MeasurementKnowledge Base Content CreationFeature Request Logging
Soft Skills
Strong Communication SkillsRelationship BuildingOrganized ApproachCalm Under PressureProactive Mindset
Tools & Technologies
SalesforceClaudeAI ToolsWebinarsWorkshops
Industry Keywords
LegalTechLegal WorkflowsTransaction ManagementCustomer Success StoriesUser Feedback
About the role
Key responsibilities & impact- Lead onboarding and implementation for new customers and practice groups, including workspace and admin setup, templates, integrations and first live matter
- Run accelerated onboarding for proof-of-value customers
- Design and deliver end-user and practice-area training, workshops and webinars in person and online
- Run deeper product demos to unlock new use cases and product depth
- Communicate product releases to users
- Build and equip internal champions and identify additional advocates
- Scale enablement using tools such as Claude, including training materials, knowledge base content and usage reporting
- Co-develop account and adoption plans with Account Managers
- Lead usage analysis, adoption stories and recommendations
- Deliver enablement across offices and practice groups
- Map user groups, champions and active users in Salesforce
- Produce monthly and intermediate usage reports and provide inputs for QBRs and check-ins
- Propose next steps and join check-ins and QBRs when involved by the Account Manager
- Track account health and usage, flag churn risk and expansion signals
- Ensure renewal-readiness evidence is in place
- Debrief Account Managers after customer interactions
- Identify potential customer success stories
- Support escalations and provide first-line triage when needed
- Collect and log user feedback and feature requests for the Product team
- Run in-region end-user training visits
- Support Account Managers on senior stakeholder visits and customer events
- Share knowledge and best practices across the Customer team
- Coach and guide junior team members
- Collaborate with the VP, Customer on strategic initiatives
- Success measured by adoption growth, time to first live matter, health and usage coverage, and renewal readiness
Requirements
What you’ll need- Substantial experience in B2B SaaS customer success, with a strong track record of driving adoption across a portfolio of accounts with large user bases
- Hands-on experience leading onboarding and implementation, including platform setup, configuration and integrations
- Confidence designing and delivering training, workshops and demos to users at every level, in person and online
- Data-informed approach, turning usage and health data into clear reports, insight and practical recommendations
- Proven ability to build champions and strong relationships with end users across different teams and offices
- Strong product aptitude and ability to learn complex software quickly and explain it simply
- Organised, calm approach to support and triage, with experience escalating effectively to product and engineering teams
- Strong partnership with commercial colleagues
- Fluent in using AI tools in day-to-day work, such as Claude or similar tools, and ability to check outputs for accuracy
- Ability to show measurable adoption growth from enablement led
- Growth mindset and proactive approach
- Ability to build constructive working relationships across teams and give direct feedback respectfully
- Excellent written and verbal communication skills, including presenting to large groups and senior contacts
- Experience with Salesforce or a similar CRM
- Willingness to travel regularly, including to the US
- Bonus: Experience mentoring or coaching junior team members in customer success
- Bonus: Experience working in LegalTech
- Bonus: Familiarity with legal workflows and transaction management processes
- Bonus: Familiarity with APIs and AI integrations
Benefits
Comp & perks- Competitive salary (depending on experience)
- 25 days holiday per year (plus public holidays)
- Early Finish Fridays - on the last Friday of every month, we finish around lunchtime!
- Private Medical Insurance with Bupa
- Healthshield Health Cash Plan, helping you claim money back on everyday healthcare like dental, optical and physio
- Pension with NEST
- Personal Learning & Development budget
- Enhanced parental leave policies
- Opportunities for accelerated professional development and career progression
- Supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups
- Warm, genuinely collaborative culture
- Regular socials