Top Customer Success & Experience Jobs in London

Own the global post-sale relationship and adoption strategy for a major Big 4 client. Design and execute multi-year change-management and adoption programmes, build transformation roadmaps, drive measurable ROI, coordinate regional and cross-functional teams, develop senior stakeholder relationships, support expansion opportunities, and translate customer feedback into product and enablement improvements. The role is based in London with approximately 25% international travel.

Own onboarding, adoption, and long-term value realization for 15–20 mid-market corporate clients. Design and execute tailored change-management playbooks, manage parallel adoption programs, advise senior legal stakeholders, coordinate cross-functional teams, identify expansion opportunities, and translate customer feedback into product and enablement improvements. The role also develops reusable playbooks and drives measurable outcomes, retention, satisfaction, and ROI in an AI-native legal technology environment.

Manage a portfolio of strategic law firm accounts, acting as a trusted advisor and driving platform adoption, behavior change, retention, satisfaction, and expansion. Work directly with lawyers and senior stakeholders on client sites, lead discovery and enablement initiatives, monitor customer health metrics, identify declining usage, and translate feedback into product insights. Collaborate with Customer Enablement, Product, and Marketing while representing Legora at market and client events.

Lead Legora's paid advisory and champion/adoption offering: build and run champion networks, design scalable education and enablement, create content and communities, use usage data to drive adoption, and translate learnings into repeatable product and delivery assets.

Lead post-sale experience for a portfolio of marquee global accounts: design tailored adoption playbooks, run multi-year change-management programs, build C‑suite relationships, drive adoption/ROI, coordinate cross-functional teams, support renewals and expansions, and develop a small engagement team.

As an Engagement Manager, you will foster client relationships, drive product adoption, and enhance customer satisfaction while managing onboarding and account growth initiatives at Legora.

Own enterprise and strategic premium issues end-to-end, diagnose and resolve complex platform problems, translate technical details for legal teams, produce reusable troubleshooting artifacts, and drive product improvements while maintaining enterprise-grade handoffs across a global team.

Serve as the senior technical owner for strategic accounts: manage escalations and incident response, maintain account technical blueprints (data, integrations, security), drive adoption through enablement, define escalation and account-health frameworks, coordinate cross-team resolution paths, and partner with engagement managers on business outcomes.

Serve as the primary technical owner for Strategic Accounts: lead incident response, define escalation and account-health models, maintain account technical blueprints, drive adoption through technical enablement, and coordinate cross-team resolution for high-stakes issues.