Legado is a fast-growing, innovative SaaS company revolutionising customer communication through our Digital Vault and Interactive Hub. Our platform empowers businesses to engage with their customers, ensuring compliance, enhancing transparency, and delivering exceptional user experiences. Backed by FNZ and Souter Investments, and trusted by industry leaders, Legado is shaping the future of secure, intelligent communication.
As we continue to scale, we are seeking a Customer Success Manager to own client relationships, drive adoption, and maximise customer retention. This is a crucial role for a proactive and customer-focused professional who thrives in a fast-paced, high-growth environment.
The Role
As a Customer Success Manager at Legado, you will be responsible for ensuring customers derive maximum value from our platform, leading to high adoption rates, strong retention, and growth through upsell and expansion opportunities. You’ll work closely with customers, helping them succeed while collaborating internally across Sales, Product, and Delivery teams.
Key Responsibilities
* Own post-sale relationships with a portfolio of customers, ensuring they maximise value from Legado’s platform.
* Drive retention and reduce churn by proactively addressing customer challenges.
* Conduct regular check-ins, QBRs (Quarterly Business Reviews), and health assessments with customers to monitor satisfaction and engagement.
* Act as the primary point of escalation for customer issues, resolving concerns in collaboration with Support and Product teams.
Onboarding & Product Adoption
* Develop and execute effective onboarding plans, ensuring a seamless customer experience.
* Provide training, documentation, and best practices to increase platform adoption.
* Work closely with Product and Engineering to relay customer feedback and influence roadmap decisions.
Revenue Growth & Expansion
* Identify upsell and cross-sell opportunities within your customer accounts.
* Collaborate with the Sales team to drive contract renewals and expansion deals.
* Monitor and track usage data, using insights to proactively recommend additional features or services.
Customer Advocacy & Insights
* Be the voice of the customer within Legado, ensuring customer needs influence company strategy.
* Identify case study and testimonial opportunities, partnering with Marketing to showcase success stories.
* Develop customer engagement initiatives such as webinars, user communities, and customer roundtables.
Process Improvement & Metrics
* Define and track customer success metrics including NRR (Net Revenue Retention), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
* Contribute to the development of scalable customer success processes and playbooks.
* Continuously analyse and optimise customer success workflows to improve efficiency.
About You
You are a customer-centric, results-driven professional who thrives on helping customers succeed and building strong relationships. You have experience in SaaS, understand the importance of retention and growth, and enjoy working cross-functionally to deliver value.
* Proven experience in Customer Success, Account Management, or Customer Experience in a B2B SaaS environment.
* Strong ability to build and maintain trusted customer relationships.
* Track record of reducing churn, improving adoption, and driving revenue growth through upselling and renewals.
* Experience with customer onboarding, QBRs, and customer engagement strategies.
* Data-driven mindset with experience tracking customer health metrics (NRR, CSAT, NPS, usage analytics).
* Excellent communication and presentation skills, with the ability to articulate value propositions clearly.
* Strong problem-solving skills and a proactive approach to customer challenges.
* Experience in the financial services or legal sectors.
* Familiarity with customer success tools and CRM platforms.
* Knowledge of compliance-focused communication platforms.
* Experience working with enterprise-level customers.
What We Offer
* Competitive salary and equity options.
* A dynamic, high-growth SaaS environment with opportunities to make an impact.
* Hybrid working policy with flexibility.
* Regular team socials and events.
* A chance to help shape customer success strategy at a rapidly growing company.
How to Apply
If you’re excited by the opportunity to work with innovative technology and help customers succeed, we’d love to hear from you.
Send your CV and a cover letter to josif@joinlegado.com or apply via LinkedIn. In your application, please include an example of how you helped a customer overcome a challenge and achieve success.
Join us in building the future of customer communication at Legado!
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Technology, Information and Internet
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