Customer Success Executive

Remote | UK-Based | Full-Time £28,800-£38,000 depending on experience, skills and qualifications

Our customers are growing law firms - the kind where the processes that worked for a handful of matters a month start to strain as the caseload climbs. Their clients expect to be kept informed, their regulators expect every step to be consistent and auditable, and their partners want to take on more work without being buried in admin. InTouch is the case management platform built for them: it closes more matters with less management overhead, builds compliance and consistency into every workflow, keeps clients updated automatically, and connects everything from accounts to the client portal.

We have served firms like these across six countries since 2015, and we onboard every one with a real person.

We are a small, ambitious team of under 10 people. This role exists because that real person matters more as we grow.

You will report to our Head of Customer Relations and will be the person law firms talk to once they have signed up: helping them get InTouch set up, answering their questions, and making sure they keep getting value from the platform over time. You own the execution that makes customers successful day to day.

Your job is to help law firms get the most out of InTouch.

Most of your communication will be by email. Law firms are busy and most questions are best handled in writing - clearly, professionally, and with the right level of detail.

There will be phone and video calls too, but not constantly. Onboarding new firms involves scheduled video calls, and occasional client check-ins happen by phone or video. You will not be on the phone all day. You will grow into more call-based work as you become more confident with the platform and the customer base - onboarding leads naturally to that.

Respond to client queries clearly and professionally, mostly by email. Troubleshoot what you can, and elevate cleanly to our development team when you cannot - with structured context, not just a forwarded email.

Help new customers get set up on InTouch - account configuration, workflow setup, templates - and walk them through the platform so they can use it confidently from day one. Most onboarding happens over video and email, but some is done in person at the firm's offices - the larger the firm, the more likely you will be there face to face, while smaller firms are usually handled remotely.

In practice that means occasional travel, typically once or twice a month.

We track how firms are using InTouch. When a firm looks like they are under using the platform or missing key features, you will reach out to help them get more value from what they are already paying for.

Test new features before release. Tell us what is confusing, what is broken, and what customers will actually use. Log clear, structured feedback to the product team.

Spot the questions that come up repeatedly and turn them into help articles, guides and support content so customers can self-serve where they want to.

As we grow, document the processes you find yourself doing. Help us build a customer support function that scales.

By month 3: you can confidently answer the majority of inbound customer questions without escalation, and you have onboarded at least one new firm independently.

By month 6: customers are mentioning you by name in their feedback, our help content has grown, and our average response time has improved.

By month 12: you have helped shape how customer success works…