Customer Success & Onboarding Manager

About FromCounsel

FromCounsel is the UK’s leading legal knowledge platform, trusted by over 90% of the UK’s top 100 corporate law firms and all Big Four accountants. The platform delivers in-depth, fully maintained legal knowledge, automated document services, and interactive e-learning. All content is developed with input from barristers at leading Chambers and senior knowledge lawyers at top City firms.

Subscribers, from Trainees to Partners, General Counsel, and Company Secretaries rely on FromCounsel as their single source of truth for English company law. The business is growing rapidly, adding new products to the existing suite (FC Corporate, FC Employment, FC R&I, FC Learning, FC Automated Documents) and expanding into new audience segments.

About the Role

We are looking for a commercially minded Customer Success and Onboarding Manager to join FromCounsel at an exciting stage of growth. You will own the post-sales experience for a portfolio of law firm and in-house legal team subscribers, from onboarding through adoption, renewal and expansion, ensuring every customer derives maximum value from FromCounsel’s range of services, including FC Corporate, FC Employment, FC R&I, FC Learning and FC Automated Documents. You will also contribute in a pre-sales capacity as a trusted advisor regarding our onboarding process.

Reporting to the Head of Customer Success while working closely with Sales, Account Management, Product, the Editorial team and Marketing, you will run structured onboarding programmes, monitor subscriber health and engagement, help manage renewals, and nurture expansion opportunities surfaced in discovery calls. Legal knowledge platforms require genuine relationships with technically sophisticated users: this is a role for someone who combines strong commercial instincts with intellectual curiosity, a proactive and entrepreneurial approach, and a genuine interest in the legal sector.

Key Responsibilities

Onboarding & Platform Adoption

• Lead structured onboarding for new subscriber firms, ensuring fee earners and knowledge lawyers understand and adopt the full product suite (FC Corporate, FC Employment, FC R&I, FC Learning, FC Automated Documents and new services).
• Deliver live and virtual training sessions tailored to different user groups: Trainees, Associates, Partners, PSLs and Company Secretaries.
• Develop and maintain onboarding materials, training scripts and adoption playbooks in partnership with the editorial and product teams.
• Track activation milestones and resolve blockers that slow time-to-value within subscriber firms.

Relationship Management & Health Monitoring

• Own a defined portfolio of firm and in-house accounts as the primary post-sale point of contact throughout the subscription lifecycle.
• Monitor usage data, login activity and engagement signals across subscriber firms to identify health risk and expansion opportunity.
• Conduct regular check-ins, annual reviews and success planning conversations with key contacts including Partners, Knowledge Directors and Head of Legal.
• Act as a knowledgeable, trusted partner. You should use customer discovery to understand lawyers’ workflows, challenges and pressures, identifying opportunities for FromCounsel to address them.

Retention, Renewal & Growth

• Manage renewal cycles proactively, building strong commercial cases and reducing churn across the portfolio.
• Identify, flag and nurture cross-sell and upsell opportunities (e.g. adding FC Employment, FC Automated Documents or FC Learning to an existing FC Corporate subscriber) for the Sales team to progress.
• Support Net Revenue Retention targets through deep product adoption and strategic account planning.

Voice of the Customer & Internal Collaboration

• Gather structured feedback from subscribers on content quality, platform usability and feature needs; surface themes to Product and Editorial teams.
• Build referenceable relationships that support case studies, testimonials and peer referrals.
• Partner with Sales and Account Management to ensure seamless commercial handoffs and a consistent subscriber experience.
• Champion the subscriber perspective in internal discussions on product roadmap, content priorities and go-to-market strategy.

Data, Reporting & Continuous Improvement

• Maintain accurate CRM records covering subscriber health, activity, renewal dates and expansion signals.
• Report on KPIs including onboarding completion rate, platform adoption scores, NPS/CSAT, renewal rate and NRR.
• Contribute to the ongoing development of CS processes, playbooks and tooling as the function scales.
• Work closely with the Head of Customer Success to agree portfolio priorities and coordinate proactive onboarding, adoption and retention activity.
• Partner with the Head of Customer Success to turn customer insights and usage data into practical improvements to onboarding, playbooks and the subscriber experience.

What We Are Looking For

Essential

• 2–5 years’ experience in a Customer Success, Account Management, Product Specialist or similar role, with experience in legal technology, legal knowledge or closely related services, and good exposure to the legal market.
• Demonstrable track record of working cross-functionally in a software company to deliver measurable impact on retention and adoption.
• Customer-facing experience working directly with highly educated, time-pressured professionals: lawyers, partners and senior legal practitioners.
• Experience using CRM and CS tools (e.g. Salesforce, HubSpot, ChurnZero, Intercom or similar).
• Data-driven and organised: able to use health dashboards and usage data to prioritise portfolio activity and pre-empt risk.
• Excellent communication skills, written and verbal; able to run engaging training sessions and senior-level account reviews.

Desirable

• Familiarity with the legal sector, legal technology landscape, or legal knowledge services (law firms and in-house teams).
• Experience in a fast-growing startup or scale-up where processes are still being built and defined.
• Understanding of subscription revenue dynamics: NRR, GRR, churn, upsell and cross-sell.
• Interest in legal content or corporate law, with a good understanding of AI concepts and an interest in the application of AI within legal workflows and legal technology.

What Success Looks Like

In your first 90 days:

• New subscribers are onboarded through a consistent, structured process with clear time-to-value milestones.
• Full portfolio visibility in CRM with health scores established and renewal pipeline mapped.
• Strong working relationships built across key accounts; any at-risk accounts identified and actively managed.
• Areas for improvement beyond your immediate scope identified and thoughts/ideas discussed internally.

Ongoing measures of success:

• High renewal rates and strong Net Revenue Retention across the portfolio.
• Deep platform adoption across product lines and user types within subscriber firms.
• Positive NPS and CSAT, with a growing base of referenceable, advocacy-stage customers.
• Structured feedback loop informing Product and Editorial roadmap decisions.

Applications

This role is based at our central London office but with full flexibility for remote working. Salary is dependent on experience.