Customer Success Manager

Wordsmith
Edinburgh
Workplace: OnsiteFull timeFunction: Customer Success & Account Management0Skills: ["Communication","Customer focus","Organization","Reliability","Problem-solving"]

Own the day-to-day customer experience for an AI platform built for in-house legal teams. Onboard new customers from kickoff to confident, active usage, respond quickly to support questions, and manage the shared customer inbox end to end. Drive adoption by spotting under-used features and running training sessions, while feeding customer feedback to product and commercial teams to help customers renew and grow.

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FursaFursa
Wordsmith
Wordsmith
23 hours ago

Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own the day-to-day customer experience for an AI platform built for in-house legal teams. Onboard new customers from kickoff to confident, active usage, respond quickly to support questions, and manage the shared customer inbox end to end. Drive adoption by spotting under-used features and running training sessions, while feeding customer feedback to product and commercial teams to help customers renew and grow.
Location: Edinburgh
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Onboard new customers by running the enablement process from kickoff through confident, active product use.
  • •Answer customer support questions as the first friendly, fast responder and drive each case to resolution.
  • •Manage the shared customer inbox end to end, including triage, responses, routing, and ensuring nothing is missed.
  • •Drive product adoption by identifying dormant/under-used users, running training, sharing best practices, and improving account health.
  • •Act as the voice of the customer by feeding what you learn back to product and commercial teams.

Key Requirements

  • •0–2 years of experience in customer success, support, account management, hospitality, or any role where you looked after people; recent graduates welcome.
  • •Hands-on with customers: you jump on calls, write docs, chase answers, and focus on fixing issues quickly.
  • •Commercially minded mindset focused on retention outcomes through adoption, even without a quota.
  • •Warm, clear communication skills in writing and speaking; you can make technical concepts feel simple.
  • •Highly organized and reliable, able to juggle an inbox, training schedule, and follow-ups without dropping items.
Skills:CommunicationCustomer focusOrganizationReliabilityProblem-solving

Company Brief

Wordsmith
Provides an AI-powered writing platform that generates human-like marketing copy, blog posts, and content at scale, helping teams automate content creation, improve SEO, and accelerate writing workflows.
Industry: SaaS
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