Customer Success Manager Job Central London area,City of London England UK,IT/Tech

Location: City of London

Responsibilities

Own and manage the post-sales customer experience across Luminance’s product suite
Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
Guide customers through change management and drive strong user adoption across teams
Act as the primary point of contact during onboarding and early lifecycle phases
Build trusted relationships with key stakeholders across legal and business teams
Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey
Monitor customer engagement and proactively address risks and opportunities
Deliver product demonstrations, training sessions, and enablement support

Requirement

Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into Legal Tec
Demonstrated ability to manage structured onboarding processes or customer-facing project
Experience supporting customers through technology adoption or organizational change initiative
Experience supporting customers on guided, consultative software platforms (not purely self-serve
Strong communication and stakeholder-management skill
Ability to quickly learn and confidently explain advanced product functionalit
Analytical, proactive, and solution-oriented mindset

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