The posting
The role
We are looking for an experienced, commercially driven Senior Account Manager to join the Customer team at Legatics. You will own a portfolio of strategic law firm accounts end to end: the senior relationships, the account and adoption plan, renewals and growth. You will work in close partnership with our Customer Success team, who lead onboarding, training, support and usage reporting, so your focus is on strategy, senior stakeholders and commercial outcomes. You will also play a meaningful role in shaping how the team operates, bringing experience and leadership that helps elevate those around you.
This forms part of the Customer team's mission to help law firms roll out Legatics to their lawyers, remove barriers to use and ensure our customers get lasting value from our platform.
The role sits within a newly defined operating model for account management and customer success and will grow as the model beds in. This includes taking on responsibility for cross-selling new modules, which is planned to move to account management in 2027.
You will look after several of our largest and most valuable accounts, predominantly across the UK and US. Regular travel is part of the role, including US travel for conferences, key customer visits and events. We work hybrid, with at least two days a week in our London office.
What you would be doing
Working as part of the Customer team at Legatics and reporting into the VP, Customer:
Account ownership and relationships
- Own and grow a portfolio of strategic accounts as the account owner, building strong, trusted relationships with key and senior stakeholders to drive long-term customer success and commercial growth.
- Act as the main escalation point for your accounts, owning the resolution of any escalation, whether it is raised with you or with someone else at Legatics.
- Map the buyer group in each account in Salesforce (offices, practice groups, decision makers and budget holders), spotting where usage is weak or a module fits and directing Customer Success to where onboarding and training are needed.
- Act on health and usage signals flagged by Customer Success, leading the response to churn risk and expansion opportunities.
Account and adoption planning
- Own the account and adoption plan for each customer, setting the commercial and adoption strategy and the priorities for the next quarter, with Customer Success preparing the usage analysis and recommendations.
- Take ultimate responsibility for value realisation and for the platform being well used, opening doors within the customer to make the plan happen.
- Plan, prepare and deliver quarterly business reviews (QBRs), owning the storytelling and account plan narrative, with usage and adoption inputs from Customer Success and roadmap input from Product.
- Decide when intermediate check-ins are needed, then schedule and lead them, bringing in Customer Success where required.
- Check that onboarding, training and workshops are booked and happening, and follow up on actions agreed in QBRs.
Renewals and growth
- Own renewals end to end: timeline, proposal and order form, pricing, negotiation and close.
- Be accountable for net and gross revenue retention across your portfolio.
- Develop a deep understanding of each customer's business trajectory and buying cycles, surfacing timely opportunities to grow the account into new practice areas, offices and users, and acting on them with well-constructed commercial proposals.
- Lead the proof of value review ahead of the break clause and convert customers to a full contract.
- Build and present compelling ROI cases that connect usage data and workflow improvements to tangible business outcomes, supporting renewal and expansion conversations.
- Own customer offboarding if a customer decides to leave.
Product expertise and positioning
- Stay product-fluent enough to run introductory platform demos for senior stakeholders and show what is new and what is coming.
- Articulate the value of Legatics clearly and persuasively to multiple personas within a law firm, framed in terms of each firm's economics.
- Use tools such as Claude and Salesforce to manage account activity, track interactions and make timely, data-informed decisions.
Customer visits and events
- Drive in-person visits to your accounts, focused on senior stakeholder catch-ups and showing what is new and coming, with Customer Success supporting where product depth is needed.
- Lead customer events for your accounts to build rapport, gather insight and strengthen retention and expansion.
References and advocacy
- Secure customer agreement to be referenced and get testimonials, case studies and customer stories over the line with the Marketing team, keeping the publicity-rights record in Salesforce current.
- Share senior stakeholder and commercial insight with the Product team, complementing the user feedback gathered by Customer Success.
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.
How we'll measure success
- Net and gross revenue retention across your portfolio.
- Renewals prepared and closed on time.
- Growth against each account plan.
- An accurate Salesforce forecast.
Requirements
What we need from you
Essential
- Substantial experience in B2B SaaS account management, with a strong track record of owning and growing a portfolio of accounts, including renewals and expansion.
- Demonstrated commercial acumen, with experience leading renewal negotiations end to end and building business cases for upsell and expansion.
- A strong track record of meeting and exceeding commercial targets, such as renewal, retention or expansion goals.
- Experience selling additional products into existing customers through multi-stakeholder buying groups.
- Proven ability to develop trusted, long-term relationships with senior stakeholders.
- Strong product aptitude: able to learn complex software quickly and demo it confidently to senior stakeholders.
- The ability to articulate value propositions and ROI clearly to both legal and commercial audiences.
- Highly organised, with reliable follow-through across a book of concurrent renewals; spots risk early and escalates it before being asked; keeps Salesforce stages and forecasts accurate.
- Fluent in using AI tools in your day-to-day work. We use Claude across the business, and you will be able to show how you have used it, or similar tools, to drive better outcomes for customers and the business, for example in account research, renewal preparation and QBR materials, and how you check the output is accurate before it reaches a customer.
- A growth mindset and a proactive approach: you seek out feedback, act on it and can show how you have changed your approach as a result, and you move things forward without being chased.
- Builds constructive working relationships across teams, including giving direct feedback to colleagues respectfully and in the right forum.
- Excellent written and verbal communication skills, including presenting to senior or executive-level contacts.
- Experience with Salesforce or a similar CRM.
- Willingness to travel regularly, including to the US.
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.
- Comfortable reading and negotiating commercial terms such as licence bands, break clauses and order forms.
We use AI tools across the business to enhance productivity, decision-making and creativity, and we look for people who use them confidently and responsibly. You will join a team that keeps learning how to get the most from AI to drive meaningful results.
We welcome applications from everyone and are happy to make reasonable adjustments at any stage of the process. Let us know what would help.
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 around lunchtime!
- Private Medical Insurance with Bupa, giving you fast access to diagnosis and treatment when you need it.
- Healthshield Health Cash Plan, helping you claim money back on everyday healthcare like dental, optical and physio.
- 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.
