SALARY: £60,000 / DEPENDING ON EXPERIENCE

Kamro is partnering with a cutting-edge legal scale-up that is transforming the delivery of legal services. With a strong focus on legal technology, flexibility, and practical, real-world solutions, this is a unique opportunity to join a progressive company reshaping the future of transactional law.
Our client is seeking a Client Success Manager to lead and manage relationships with new and existing clients engaged with their legal technology solutions.
Reporting to the COO, you will be responsible for managing the full client lifecycle, from onboarding and training to ongoing relationship management and feedback integration. Support for product lifecycle initiatives, feedback gathering and alignment of product capabilities with client needs is also expected.
The successful candidate will possess a strong understanding of client engagement, exceptional communication skills, and the ability to collaborate cross-functionally to ensure high levels of client satisfaction and product adoption. The team is small, so you will be working closely with Product, Engineering, and Legal teams, maintaining a strong feedback loop between clients and internal stakeholders to support continuous product improvement and client satisfaction.

REQUIREMENTS:

• Bachelor’s degree, preferably in an analytically rigorous or communications-oriented discipline.
• Experience (+2 years) in a client-facing role such as account management, client success, or legal tech delivery.
• Excellent written and verbal communication skills, with the ability to build rapport with senior stakeholders.
• Proven ability to deliver training sessions, lead client demos, and manage account roadmaps.
• Preferable domain experience in legal tech, generative AI and/or equivalence in terms of confidence in interacting with high-level legal executives and decision-makers who are their products target end-users and buyers.
• Familiarity with a founder-led, bootstrapped / startup environment and agile product development methodologies.
• Familiarity with the legal technology and legal services industry would be a major advantage as domain knowledge in the space is important for credible customer and prospect conversations and to assess product quality.
• Familiarity with generative AI technology products or legal tech products.
• Experience in SaaS, legal tech, or AI product environments.

Client success management

• Act as the main point of contact for key clients, managing onboarding, training, and ongoing relationship building.
• Deliver structured onboarding programmes, including platform setup, user education, and tailored success plans.
• Provide live and recorded training on core legal tech tools to ensure optimal adoption and engagement.
• Maintain a continuous dialogue with clients to update them on product developments, new features, and the roadmap.
• Handle client queries and concerns swiftly, escalating and resolving issues in collaboration with internal teams.
• Collect and manage sample documents from clients for AI model training, ensuring proper documentation and compliance.
• Organise regular check-ins, feedback sessions, and performance reviews with key clients to reinforce satisfaction and retention.

Product Strategy & Lifecycle Involvement

• Collaborate with the management and product teams to align client needs with product development priorities.
• Contribute to the planning and rollout of product features, bringing structured client insights into backlog grooming and prioritisation.
• Participate in product sprints, retrospectives, and roadmap discussions where appropriate to ensure client needs are represented.

Feedback Integration & Analytics

• Systematically gather and analyse client feedback and usage data to inform product and operational decisions.
• Work with the product team to identify common patterns, pain points, and enhancement opportunities.
• Contribute to internal reporting on client satisfaction, training completion, product usage trends, and success stories.
• Use analytics and establish/monitor KPIs to measure the outcomes and efficacy of product features and launches, ensuring there is a feedback loop built into the product life cycle.

Stakeholder Communication

• Liaise closely with internal product, legal, engineering, and executive teams to ensure a seamless client experience.
• Maintain detailed documentation of account status, client feedback, and issue logs using internal CRM or ticketing systems.
• Help prepare client-ready materials, updates, reports, and executive briefings as needed.