Senior Account Manager

Role Overview

What you'll be doingWorking as part of the Customer team at Legatics, and reporting into the VP, Customer:

Account relationship management

• Own and grow a portfolio of strategic accounts, building strong, trusted relationships with senior stakeholders to drive long-term customer success and commercial growth.
• Lead renewal conversations and identify opportunities to expand contract values.
• Develop a deep understanding of each customer's business trajectory and buying cycles, positioning yourself to surface timely growth opportunities and act on them with well-constructed commercial proposals.
• Conduct regular customer visits to your assigned regions, deepening relationships through in-person engagement and building a thorough understanding of each client’s goals.
• Articulate the value of Legatics clearly and persuasively to multiple personas within a law firm, aligning platform capabilities to customer objectives.
• Build and present compelling ROI cases that connect usage data and workflow improvements to tangible business outcomes, supporting upsell and renewal conversations.
• Monitor customer health metrics proactively, identifying and mitigating risks to reduce logo and revenue churn before they escalate.

Product expertise and problem-solving

• Maintain knowledge of the Legatics platform, its use cases, how it can solve problems for customers and fielding questions for both customers and internal teammates.
• Serve as the primary point of contact for your accounts, collaborating with internal teams to resolve issues quickly and effectively.
• Use tools such as Claude and Salesforce to manage account activity, track interactions, and make timely, data-informed decisions.

Mentorship and development

• Act as a senior voice within the Customer team, sharing knowledge, best practices, and commercial insights that help raise the standard of account management across the team.
• Support the onboarding and development of more junior team members, offering coaching and guidance on customer engagement and commercial strategy.
• Collaborate closely with the VP, Customer on strategic initiatives, contributing to how the team evolves its approach to renewals, expansion, and customer health.

Advocate for customers

• Gather and relay structured feedback to the Product team to help shape future development and prioritisation.
• Partner with the Marketing team to source testimonials, case studies, and customer stories that support Legatics’ growth.

Networking and events

• Represent Legatics at industry events and conferences, building brand awareness and engaging with potential advocates and prospective customers.
• Lead high-touch in-person engagement with clients to build rapport, gather insights, and support retention and expansion.

Requirements

What we need from youEssential

• A minimum of 4–5+ years’ experience in B2B SaaS Customer Success or Account Management, with a strong track record of owning and growing a portfolio of accounts.
• A demonstrable growth mindset when it comes to commercial opportunity: you spot expansion potential early, build the case confidently, and treat your existing customer relationships as your primary pipeline.
• Proactive, and positive attitude – approaching problem solving with enthusiasm internally and externally.
• Proven ability to develop trusted, long-term relationships with senior stakeholders.
• Demonstrated commercial acumen, with experience leading renewal negotiations and building business cases for upsell and expansion.
• The ability to articulate value propositions and ROI clearly to both legal and commercial audiences.
• Excellent written and verbal communication skills, including presenting to senior or executive-level contacts.
• An impressive track record of hitting and exceeding commercial targets.
• Experience with Salesforce and Claude, or similar CRM and AI platforms.
• Willingness and ability to travel for customer visits and face-to-face meetings.
• A collaborative, team-first mindset with an interest in helping others develop and the team improve.

Bonus points for the following (but these are not essential)

• Experience managing or mentoring junior team members in a customer success or account management setting.
• Experience working in LegalTech.
• Familiarity with legal workflows and transaction management processes.

Benefits

What we offer you

• Competitive salary (depending on experience)
• 25 days holiday per year (plus public holidays).
• Early Finish Fridays
• on the last Friday of every month, we finish at lunchtime!
• Pension with NEST.
• Personal Learning & Development budget.
• Enhanced parental leave policies so you can spend more time with your family.
• Lots of opportunities for accelerated professional development and career progression.
• Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
• A warm, genuinely collaborative culture and an awesome team; and
• Regular socials.

Power in diversity

We put users at the heart of our design to provide legal transaction experiences that everyone loves. In order to make that a reality, we seek to foster a diverse and inclusive working environment that can empower our people to be creative, effective and innovative, to build a brand we are proud of.

We don’t discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence. We're committed to building a diverse team, and are constantly looking for ways to improve our processes to help us do that.