Customer Success Manager

About Wordsmith

Wordsmith is building the AI platform for in-house legal teams. Our customers use Wordsmith to move faster, automate the repetitive parts of legal work, and give their whole business quicker access to legal support. We're growing quickly, and every new customer we win deserves a brilliant experience from day one - that's where you come in.

About the role

We’re hiring a Customer Success Manager to help customers achieve lasting value from Wordsmith and own their renewal.

Once a customer has been implemented by our Transformation team, you’ll become their day-to-day success partner. You’ll help them embed Wordsmith into their organisation, increase meaningful adoption and demonstrate the impact the platform is having on their work.

You’ll own the customer journey from post-implementation handover through to renewal, connecting customer outcomes with retention. That means understanding what success looks like, building strong relationships, identifying risk early and managing the renewal process from initial planning through commercial conversations to signature.

You won’t own technical support or implementation. You will be accountable for adoption, customer health, value realisation and renewals across your portfolio, working with Account Management on expansion opportunities.

It’s an early-career role with meaningful responsibility and close support from our Head of Customer Success. You’ll receive coaching on managing customer relationships, leading renewal conversations and developing the commercial judgement to become an excellent CSM.

What you'll do

• Own customer success plans - understand what each customer wants to achieve, agree measurable outcomes and keep progress visible.

• Take customers forward after implementation - partner with our Transformation team to ensure a clear handover and help customers move from initial deployment to sustained adoption.

• Drive adoption - use product data and customer conversations to identify gaps, activate dormant users and introduce relevant capabilities and use cases.

• Build trusted relationships - develop strong connections with day-to-day users, internal champions, senior stakeholders and renewal decision-makers.

• Lead customer conversations - run regular check-ins, adoption reviews and value reviews that connect product usage to meaningful business outcomes.

• Monitor customer health - combine usage data, feedback and relationship insight to recognise disengagement or risk early.

• Turn risk into action - build recovery plans and coordinate the right colleagues from Support, Transformation, Product or Account Management to address issues that could affect retention.

• Own renewals from start to finish - maintain a clear renewal plan for every account, confirm decision-makers and procurement requirements, demonstrate value, lead commercial discussions within agreed parameters and coordinate proposals, contracts and signatures. You’ll have support from the Head of Customer Success on complex negotiations.

• Keep renewal forecasts accurate - maintain a clear view of renewal dates, customer intent, risks and next steps, escalating early when a renewal needs additional support.

• Partner with Account Management on growth - identify expansion opportunities and share the customer context and evidence of value needed to pursue them. Account Management owns expansion; you own the renewal.

• Represent the customer - turn customer feedback into clear, useful insight for our Product, Support and Commercial teams.

• Improve how we work - contribute to the playbooks, materials, processes and health measures that allow Customer Success and renewals to scale.

What we're looking for

• Some experience in customer success, account management, consulting or another customer-facing environment. Recent graduates with strong relevant experience are also welcome.

• A proactive approach - you don’t wait to be told what to do and are comfortable following up, asking questions and keeping work moving.

• Strong relationship-building skills - you can listen carefully, establish trust and adapt to different personalities and levels of seniority.

• Commercial awareness - you understand how adoption and demonstrated value contribute to retention and growth, and you’re comfortable developing the skills to discuss pricing, handle objections and secure renewals.

• A clear, warm communication style - you can lead a conversation, write a concise follow-up and make unfamiliar ideas easy to understand.

• Strong organisation - you can manage several customer relationships, renewal timelines and follow-up actions without losing attention to detail.

• Confidence working with data - you can interpret product-usage and account-health information and turn it into practical action.

• Curiosity about AI and legal technology - you don’t need a legal background, but you’ll want to learn the product and our customers’ work deeply.

• A strong learning mindset - you welcome feedback, apply coaching and want to develop quickly. Previous experience owning renewals is helpful, but not essential.

Why Wordsmith

• 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.

How we work

We’re an in-person team based in Edinburgh. You should expect to work from the office or visit customers as your default.

We set a high bar, move quickly and give people meaningful ownership. There will not always be an established playbook, so you’ll need to bring curiosity, structure and persistence to unfamiliar situations.

You’ll receive regular support and coaching from the Head of Customer Success while progressively taking greater ownership of your customer relationships.

Our customer teams have clear but closely connected responsibilities: Transformation leads implementation, Support Engineering resolves technical issues, Account Management owns renewals and commercial growth, and Customer Success owns adoption, customer health