Customer Success Manager

Customer Success Manager

Edinburgh

Wordsmith

Wordsmith is building the legal operations platform for in-house teams, and we are growing fast.

We believe in-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still too often scattered across inboxes, chats, documents, and disconnected systems.

Wordsmith brings that work into one system. Requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgment matters, and every step is captured as work happens.

We are built for in-house legal, not law firms. Our goal is to help legal teams move faster, reduce unnecessary external counsel spend, and become a function the business can run with.

More than 500 companies, including Financial Times, Safelite, Trip.com, Canva, Starling, and Sage, use Wordsmith. Backed by $100M from Index Ventures, General Catalyst, Highland Europe, and others, we are building one of the defining companies in legal AI.

The Role

We're hiring a Customer Success Manager to be the hands-on, day-to-day champion for our customers. This is not a quota-carrying role. Your job is to make customers successful: get them onboarded quickly, answer their questions, keep our shared inbox humming, and continually drive adoption of the product across their teams.

It's an early-career role with real responsibility from week one. You'll work directly with customers every day and see the direct connection between the work you do and the value they get — and, in turn, the revenue they retain and grow with us.

What you’ll do

• Onboard new customers and new business — run the enablement process that takes a freshly signed customer from kick-off to confident, active use of Wordsmith.

• Answer customer support questions — be the first, friendly, fast response when customers need help, and see every question through to resolution.

• Manage the shared customer inbox — own it end to end: triage, respond, route, and make sure nothing slips through the cracks.

• Drive product adoption, constantly — spot dormant users and under-used features, run training sessions, share best practice, and turn every account into an engaged, healthy one.

• Be the voice of the customer — feed what you hear back to the product and commercial teams so we build and sell the right things.

What we’re looking for

• Experience in customer success, support, account management, hospitality, or any role where you looked after people. Recent graduates welcome.

• Super hands-on with customers — you roll up your sleeves, get on the call, write the doc, chase the answer. You'd rather fix it than file it.

• Commercially minded — you don't carry a quota, but you understand why adoption matters: engaged customers renew, grow, and become advocates. You connect your daily work to that outcome.

• A clear, warm communicator — comfortable writing and speaking with customers all day, and able to make technical things feel simple.

• Organised and reliable — you can juggle an inbox, a training schedule, and a list of follow-ups without dropping any of them.

• Curious about AI and legal tech — you don't need a legal background, but you're excited to learn the product deeply and become a genuine expert in it.

How we work

We’re an in-office team. We work together because it makes us faster, sharper, and more effective. You should expect to be in the office our out visiting clients as your default.

This is a high performance environment. We set a high bar, move quickly, and expect people to take ownership of real problems.

There isn’t always a clear path. The people who do well here figure things out, stay close to the work, and keep pushing until they get to the right outcome.

This role requires patience, structure, and strong judgement. You’ll be trusted to run complex deals with a high degree of autonomy.

Why Wordsmith

We’re in a period of strong momentum — growing quickly, winning new customers, and expanding into larger accounts.

The product is landing well, the market is ready, and the team is scaling to meet demand.

If you want to be in the room, close meaningful deals, and grow quickly in a high bar environment, this is one of the best places to do it.

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