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Customer Success Manager

Wordsmith· GTM
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EdinburghFull-timePosted 4w ago

About the role

Customer Success Manager responsible for driving adoption, managing post-implementation journey, and owning renewals for Wordsmith customers from post-implementation handover through renewal, with close collaboration to ensure value realization and retention.

Responsibilities

  • 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 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.
  • 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.

Qualifications

  • 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 and strong relationship-building skills.
  • Commercial awareness and ability to discuss pricing and renewals.
  • Clear, warm communication style.
  • Strong organisation and data confidence.
  • Curiosity about AI and legal technology.
  • Strong learning mindset; previous experience owning renewals is helpful but not essential.

Skills

Required:Customer relationship managementRenewals and commercial negotiationData interpretation (product usage, health metrics)
Last updated Sep 30, 2026. Interested? Apply on the company site.
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About Wordsmith

Wordsmith — AI for In-House Legal Teams

Wordsmith is the AI platform built for in-house legal teams. Draft, review, and research contracts faster — with answers your team can trust.

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