Customer Success Manager – Crime

Ingot Legal Recruitment

Customer Success Manager for Criminal Law clients at a global LegalTech leader. Driving software adoption and client engagement while providing tailored support and training.

Posted 6/27/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSenior💰 £45,000 - £55,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Private health insurance (including dental and optical)
£80 monthly gym contribution
Employee Assistance Programme
Life insurance cover
25 days annual leave + 8 bank holidays
Enhanced parental leave
One paid volunteer day each year for a charity of your choice
Work anniversary rewards
Generous professional development fund
Support for training, learning, and career progression
Car allowance
8% employer pension contribution
PerkBox membership with discounts and rewards
Cycle to Work scheme
Access to a program to support you in buying your primary residence
Friendly, supportive, and driven culture
Free healthy breakfast, light lunch, and snacks
Monthly socials

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementcase management softwaretraining deliveryCriminal Legal AidSolicitors' Accounts RulesXero

Soft Skills

relationship buildingorganisational skillstime managementcommunication skillsself-motivatedproblem-solvingcustomer advocacy

Certifications

legal qualificationsaccounting qualifications