Department: Sales
Location: London - Paddington
Description
We are seeking a proactive and client-focused Customer Success Manager (CSM) to lead the
engagement, training, and satisfaction of law firms using our Practice Management and Accounts System. Your core mission will be to reduce client churn, own the client relationship, and drive value through training and support across all stages of the client lifecycle, from onboarding to renewal or offboarding.
This is a hands-on role requiring a deep understanding of legal PMS systems (particularly accounts and document management), as well as experience in client training, software success, and issue resolution.
Key Responsibilities
Client Training (Primary Focus): Deliver high-quality training sessions to law firms on our PMS platform, ensuring users are confident across accounting, document management, cashier functions, and reporting.
Ownership of Client Issues: Take full ownership of incoming client queries or problems. Ensure swift, accurate, and empathetic responses, reducing reliance on multiple teams for resolution.
Relationship Management: Build strong relationships with stakeholders across Sales, Product, Service, and the Client’s firm. Act as a trusted advisor and the main point of contact throughout the client journey.
Client Lifecycle Management: Manage client license changes (increases and decreases), contract discussions, renewals, and offboarding with clear communication and a value-driven approach.
Complaint & Risk Handling: Address complaints and manage difficult conversations with professionalism, always aiming for resolution and retention.
Internal Collaboration:
Coordinate with Sales, Support, Product, and Account Management to ensure seamlessdelivery and continuous feedback
Skills, Knowledge & Expertise
- Proven experience in Customer Success, Account Management, or Training roles within a legal tech, SaaS, or software environment.
- Deep understanding of legal Practice Management Systems (PMS), especially Accounts, Document Management, and Cashier workflows. Ideal experience in this area would include Legal Cashier, Legal Assistant, Paralegal or similar.
- Strong interpersonal and communication skills, able to manage client expectations and deliver tough messages constructively.
- Excellent training and presentation skills, comfortable leading one-to-one or group sessions both remotely and on-site.
- Experience in license administration, offboarding, and renewals or retention strategies.
- Highly organised and responsive, showing initiative, ownership, and care in every client interaction.
Desirable:
- Familiarity with legal accounting principles and compliance.
- Experience in reducing client churn or improving NPS.
- Knowledge of service-level metrics and CRM tools
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together
