Customer Success Lead (£65-£85k)

The litigation landscape is changing forever thanks to generative AI. Customer Success is driving this change. We're looking for an experienced, entrepreneurial Customer Success Lead with a demonstrated commercial record to join our growing team in London and help drive how the world's top law firms on both sides of the Atlantic adopt, scale, and win with Wexler's platform for expert litigators.

As the primary Customer Success lead for Wexler, you will oversee the full client lifecycle, on-boarding, training, adoption, renewal and expansion, ensuring every firm sees measurable value from the start. You will build trusted, long-term relationships with partners and senior associates, running regular health checks and strategic reviews, while proactively monitoring usage analytics, resolving issues and funnelling product feedback to Engineering. Your remit includes creating best-practice playbooks and knowledge-base content that scale expertise across our user community, and protecting and growing revenue by accurately forecasting renewals, identifying upsell opportunities and negotiating commercial terms that align with client outcomes.

Beyond traditional CS duties, you will become Wexler’s in-house litigation specialist. You’ll guide fee-earners through complex workflows and make them experts in Wexler’s product, covering all of their day-to-day responsibilities and feeding back your insights to product. As our first Customer Success hire you'll have the unique opportunity to build our entire customer engagement strategy from scratch, working directly with the CEO and Co-Founder to establish the playbooks and processes that will scale with our explosive growth trajectory.

You'll become the trusted litigation AI expert for our clients, working directly with partners, associates, and corporate legal teams to maximise their document processing and case strategy capabilities. Your focus will be driving measurable usage growth that translates directly to revenue expansion.

Manage accounts and renewals across our customer base, focusing on driving Net Revenue Retention, ensuring no churn and maximising enterprise value.

Drive document volume and usage growth across your client portfolio of elite law firms and Fortune500 corporate legal teams, focusing on expanding Wexler adoption into new matters and practice areas.

Master complex legal workflows to guide clients through sophisticated implementations, from initial case setup to advanced fact extraction across millions of documents.

Become a litigation strategy consultant, working alongside legal teams to identify high-impact use cases where our AI can uncover case-winning facts and dramatically reduce document review time.

Own commercial expansion within accounts by identifying new matters, practice groups, and office locations where Wexler can drive results, then negotiating usage-based pricing expansions.

Build deep relationships with key stakeholders across both law firm partnerships and corporate legal departments, understanding their dispute resolution strategies and budget cycles.

Analyse usage patterns and case outcomes to demonstrate ROI through concrete metrics like time savings, document processing efficiency, and case success rates.

Partner closely with our technical teams to ensure client feedback shapes our AI capabilities, particularly around the nuances of different litigation types and jurisdictions.

Pioneer our customer engagement methodology as we scale our client base from dozens to hundreds of the world's most demanding legal organisations.

You understand that litigation AI isn't just another software implementation - it's a fundamental shift in how legal professionals approach their most complex disputes. You thrive on working with brilliant, demanding lawyers who expect excellence and have zero tolerance for technology that doesn't deliver results. You're equally comfortable discussing AI model performance with partners as you are diving into document processing workflows with associates.

We're looking for:

3-5 years in Customer Success, Account Management, or Sales with enterprise B2B software, particularly complex technical products that require deep user adoption. Legal tech or professional services experience is a strong plus.

Proven ability to drive usage-based revenue growth through expansion within existing accounts, with a track record of growing client relationships from thousands to hundreds of thousands in ARR.

Commercial acumen and deal-closing skills. You're identifying opportunities, building business cases, and negotiating expansions with sophisticated procurement teams.

Experience with professional services clients - lawyers, consultants, accountants, or other expert users who demand precision and have complex, high-stakes workflows.

Technical curiosity and learning agility; you can quickly understand how AI models work, what makes document processing effective, and how to troubleshoot when things go wrong.

Executive presence and communication skills; you can hold your own in partner meetings while also being hands-on with implementation teams reviewing millions of documents.

Data-driven mindset with a focus on usage metrics, processing volumes, and ROI calculations rather than traditional SaaS vanity metrics.

Startup mentality - you're excited by ambiguity, rapid iteration, and the opportunity to build something from the ground up in a category-defining market.

AI enthusiasm - you're genuinely excited about the potential of AI to transform professional services

London-based and office-focused - we work from WeWork Aldwych 4 days per week, and face-to-face collaboration is core to our culture and success.

At Wexler, you'll have the chance to build long-term, strategic relationships with some of the world's leading litigation teams - working on truly impactful problems that can determine case outcomes from day one. You'll be part of a fast-scaling, entrepreneurial environment where your ideas matter and your growth is a priority. As an early member of the Customer Success team, your work will be visible, meaningful, and closely connected to both our clients and our product evolution.

You'll collaborate with our founding team and cross-functional teams, helping shape how we engage and support legal professionals tackling their most complex disputes. We offer a competitive salary, significant equity in a rapidly growing company, huge autonomy and ownership, budget for learning and professional growth, and bi-annual team retreats.