Customer Success Manager
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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 they're looking for
- 0–2 years of 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 (retention), 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.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Wordsmith
Wordsmith is building the AI platform for in-house legal teams. Our customers use Wordsmith to move faster, automate the repetitive parts of legal work, and give their whole business quicker access to legal support. We're growing quickly, and every new customer we win deserves a brilliant experience from day one — that's where you come in.
About 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
0–2 years of 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 (retention), 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.
Why Wordsmith
Ground-floor seat at a fast-growing AI company, with a front-row view of how modern legal teams adopt AI.
A role where you learn the full customer lifecycle — onboarding, support, adoption, renewal — the foundation for a career in customer success or commercial roles.
Direct access to customers and to the founding team; your feedback shapes the product.
A team that ships fast, cares about customers, and will invest in your growth.
How we work
We're an in-office team in Edinburgh. We work together because it helps us collaborate closely across product, engineering, and legal teams. You should expect to be in the office as your default.
Company
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