Customer Success Manager
Role Summary
Join Wordsmith as a Customer Success Manager in Edinburgh, supporting customers with onboarding and product adoption. Ideal for early-career professionals.
About the Organisation
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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Key Responsibilities
- 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.
Minimum Requirements
- 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.
Eligibility Criteria
The position is for recent graduates or individuals with experience in customer success or related fields.
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