About LawConnect

When people face a legal problem, most don’t know where to start. LawConnect exists to change that - helping everyone understand their situation, build confidence, and find the right legal help when it matters most.

We’re redefining how consumers get legal help by combining AI with our leading lawyer marketplace. Backed by one of the largest legal software companies globally, we bring the stability and resources of an established business with the speed and ambition of a well-funded startup.

This is an environment built around innovation, experimentation, and moving quickly. Small team, real momentum, and a global ambition. You’ll work alongside talented people who care deeply about making legal help accessible to everyone.

What you’ll do

To meet LawConnect's ambitious growth plan, we need a commercial Customer Success function that delivers for both the business and our law firms' commercial goals. You'll lead a small, growing team of Customer Success Managers, turning cohort targets into an operating plan, repeatable playbooks, and a team that executes consistently. You're a player-coach: close enough to the customer and the data to know what works, and able to scale it across a growing team.

To make this happen you will:

• Hire, coach and develop a growing team of Customer Success Managers, setting portfolios, targets and a consistent coaching cadence.
• Translate company-wide revenue-tier goals into per-cohort targets and playbooks across the four CS levers: reactivation, expansion, retention and engagement.
• Own net paying-firm growth, tier movement, ARPU, second lead-pack conversion, churn and engagement as your team's numbers.
• Build and run a customer-health framework with early-warning risk indicators to get ahead of churn.
• Design and run a premium experience – QBRs, strategic account plans and executive relationships – for LawConnect's highest-value firms.
• Partner with Acquisition and Marketing so firm supply scales in step with job demand.
• Feed structured customer insight into Product and Marketing to shape the roadmap and messaging.
• Instil CRM discipline (Salesforce) and a reporting rhythm, using Salesforce and BigQuery data to direct the team's effort.

What you’ll bring

• 7+ years in Customer Success, Account Management or Relationship Management, including 3+ years leading a team.
• Track record of building, scaling and coaching a team through a growth phase.
• Demonstrated ownership of retention, expansion and revenue targets – not just activity metrics.
• SaaS, platform or marketplace experience.
• Comfortable working with cohort, retention and usage analytics to direct team effort.
• Fluent in CRM systems such as Salesforce, with a track record of building reporting and forecasting discipline.
• Excellent stakeholder management across customers and internal leadership.

You are the type of person who

• Measures success by retention, tier movement and revenue – not call volume – and holds your team to the same bar.
• Coaches by example and turns strategy into repeatable team habits rather than heroics.
• Fluent in unit economics and can explain why one move is worth 10x another.
• Stays composed and keeps a team focused through a fast, target-driven environment.
• Builds trust with senior legal-industry stakeholders as naturally as with your own team.

LawConnect is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all the requirements above, we encourage you to still submit your application.

Why join LawConnect?

• Your work matters. We solve real world problems that improve and support local, everyday law firms. So they can do their best work for the people in the communities they serve.
• Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference.
• Work with a group of authentic, passionate people who love what they do.
• Genuine startup energy - small team, fast decisions, real trajectory, backed by one of the largest legal software companies in the world.
• Flexible and hybrid working. We engage, share, and collaborate on ideas and workflows.
• Career and learning opportunities - we move fast and need smart people to get us where we're going. We are a scaling business and looking for people who want to grow with us.
• Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
• We value your well-being with additional time off, gym membership and other perks.
• Fast-paced tech environment, if we don't disrupt ourselves someone else will do it!
• Access to LEAP Home - a program unique to the ATI Group to support you in buying your primary residence.