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Customer Success Manager – Crime
Job in
Manchester, Greater Manchester, M9, England, UK
Listed on 2026-07-10
Listing for:
Jobtailor
Full Time
position Listed on 2026-07-10
Job specializations:
-
Business
Customer Success Mgr./ CSM, CRM System
Job Description & How to Apply Below
- Build strong relationships with customers to drive satisfaction, loyalty, and long‑term retention
- Act as a trusted adviser and subject matter expert for the software
- Be focused on Criminal Law clients (although the role will also involve supporting non‑Criminal lawyers)
- Support customers nationwide to maximise value from their case management software
- Encourage and support users as they adopt AI and new technologies
- Promote adoption of the full product suite, including new features and functionality
- Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
- Proactively address customer concerns and resolve issues in collaboration with internal teams
- Deliver onsite and remote training sessions to support product adoption and best practice use
- Engage with customers throughout their life‑cycle to ensure continued success
- Identify opportunities to develop reference customers and support new business initiatives
- Represent the company at industry events and deliver customer webinars showcasing product updates and best practices
- 3‑5 years' experience in a Customer Success, Legal Support, Account Management, or similar client‑facing role.
- Excellent organisational and time management skills
- Strong written and verbal communication skills
- Self‑motivated, disciplined, and able to work independently
- Passion for technology and helping customers succeed with software
- Ability to clearly explain solutions and workarounds in a simple, concise way
- Full UK driving licence and access to a car (car allowance provided)
- Strong working knowledge of Salesforce, Microsoft Word, Excel, and Outlook
- Desirable:
Experience of Criminal Legal Aid work - Legal or accounting background or relevant qualifications
- Understanding of small law firm environments and client expectations
- Knowledge of Solicitors' Accounts Rules
- Experience delivering onsite or remote training
- Basic knowledge of Xero
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