Customer Success Executive

26 Jun

Remote | UK-Based | Full-Time

£28,800-£38,000 depending on experience, skills and qualifications

About InTouch

Our customers are growing law firms - the kind where the processes that worked for a handful of matters a month start to strain as the caseload climbs. Their clients expect to be kept informed, their regulators expect every step to be consistent and auditable, and their partners want to take on more work without being buried in admin.

InTouch is the case management platform built for them: it closes more matters with less management overhead, builds compliance and consistency into every workflow, keeps clients updated automatically, and connects everything from accounts to the client portal.

We have served firms like these across six countries since 2015, and we onboard every one with a real person. We are a small, ambitious team of under 10 people. This role exists because that real person matters more as we grow.

The Role

You will report to our Head of Customer Relations and will be the person law firms talk to once they have signed up: helping them get InTouch set up, answering their questions, and making sure they keep getting value from the platform over time.

You own the execution that makes customers successful day to day. Your job is to help law firms get the most out of InTouch.

How the Work Actually Happens

Most of your communication will be by email. Law firms are busy and most questions are best handled in writing - clearly, professionally, and with the right level of detail.

There will be phone and video calls too, but not constantly. Onboarding new firms involves scheduled video calls, and occasional client check-ins happen by phone or video. You will not be on the phone all day.

You will grow into more call-based work as you become more confident with the platform and the customer base - onboarding leads naturally to that.

What You Will Do

Customer support and questions

Respond to client queries clearly and professionally, mostly by email. Troubleshoot what you can, and escalate cleanly to our development team when you cannot - with structured context, not just a forwarded email.

Onboarding new firms

Help new customers get set up on InTouch - account configuration, workflow setup, templates - and walk them through the platform so they can use it confidently from day one.

Most onboarding happens over video and email, but some is done in person at the firm's offices - the larger the firm, the more likely you will be there face to face, while smaller firms are usually handled remotely.

In practice that means occasional travel, typically once or twice a month.

Customer health and proactive follow-up

We track how firms are using InTouch. When a firm looks like they are underusing the platform or missing key features, you will reach out to help them get more value from what they are already paying for.

Product feedback and testing

Test new features before release. Tell us what is confusing, what is broken, and what customers will actually use. Log clear, structured feedback to the product team.

Help guides and knowledge content

Spot the questions that come up repeatedly and turn them into help articles, guides and support content so customers can self-serve where they want to.

Internal SOPs

As we grow, document the processes you find yourself doing. Help us build a customer support function that scales.

What Success Looks Like

By month 3: you can confidently answer the majority of inbound customer questions without escalation, and you have onboarded at least one new firm independently.

By month 6: customers are mentioning you by name in their feedback, our help content has grown, and our average response time has improved.

By month 12: you have helped shape how customer success works at InTouch, not just executed it - and you are trusted to run the day-to-day without anyone looking over your shoulder.

Who We Are Looking For

You write clearly and professionally. Most of your job is written communication with lawyers, who are precise readers - your emails need to be clear, structured and unambiguous.

You are organised, calm and thorough, and you close loops reliably and punctually. Customers dealing with a problem need to feel they are in safe hands and that nothing will fall through the cracks - and the best people in this role are the ones who never need reminding that something is still open.

You take ownership without being asked. You manage your own queue, decide what needs attention, and chase the answer yourself rather than waiting for someone to tell you what to do next. In a small remote team, that is the difference between someone who helps and someone who has to be managed.

You are comfortable learning new software quickly. You will need to know InTouch deeply - we will teach you, but you will need to absorb it fast.

You are technically savvy. Customer set ups range from creating simple task lists to bespoke online forms and document templates. You will have direct ownership of these projects and need to build these items so that they work in the best way possible for the client.

You are comfortable using AI and can clearly explain it.

You are confident leading meetings and delivering training. You will need to guide users through the system clearly and efficiently, helping them get to grips with their account as quickly as possible. Your communication is effective, collegiate and authoritative.

You enjoy improving processes, not just following them. As a small company, the way we work today is not how we will work in two years, and you can help shape that by asking questions, identifying improvements and offering solutions

Experience in SaaS, legal tech or professional services is desirable, as is a customer success, onboarding, implementation or support background.
Written communication, genuine ownership and the ability to learn fast matter more to us than a perfect CV.

Educational achievement is an indicator of intellectual capability, but we value real-world trajectory and experience. If your exam results don’t tell the whole story your extracurricular achievements, career trajectory and drive to succeed should.

What We Offer

Fully remote, UK-based
23 days annual leave plus bank holidays
Your birthday off, or the closest working day
3 additional days of annual leave for each year of service, up to 15 extra days (39 days plus bank holidays after 5 years)
A small, collaborative team where your work is visible and your judgement is trusted

Why Join InTouch?

Our customers genuinely rely on us, and they tell us so. You would be the person they turn to - the one who gets them set up well and keeps them getting value - in a company small enough that the quality of that relationship is visible to everyone.

We are not filling a seat. We are looking for someone who wants to be part of a small company that takes its customers seriously, uses technology thoughtfully, and gives people room to do good work.