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Head of Customer Success - Legal Software

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Head of Customer Success - Legal Software

Posted 7 months ago


Head of Customer Success - Legal Software


**This is a remote role based in the UK**

Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

 What are we all about?

At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

You are an enthusiastic leader who is dedicated to providing exceptional customer experience. You thrive on initiating positive changes and continuously refining processes. Your commitment to collaboration, accountability, flexibility, and growth drives you to cultivate strong relationships and achieve remarkable outcomes.

Day-to-day, you will:

You will partner with our Director of Customer Success, Legal in planning and executing key strategic and operational business initiatives with a focus on driving customer-centric solutions in line with rapidly evolving market, customer portfolio and product strategy. You will direct the established customer experience transformation initiatives to maximise customer satisfaction by working with key senior stakeholders across functions and through direct engagement with the Divisional Management team.


  • Strategy Development: Collaborate with senior stakeholders to develop and refine the customer experience transformation strategy, aligning it with the organization's goals and objectives.
  • Cross-Functional Collaboration: Foster strong partnerships with leaders across departments, serving as a catalyst for collaboration and ensuring alignment towards delivering a seamless and consistent customer experience.
  • Customer Journey Mapping: Lead the identification, mapping, and analysis of customer journeys to gain insights into pain points, areas of improvement, and opportunities to enhance the overall customer experience.
  • Transformation Planning: Develop comprehensive transformation plans, outlining clear goals, milestones, and actionable initiatives that drive customer-centricity across the organization.
  • Change Management: Champion the customer experience transformation initiative, driving awareness, engagement, and buy-in among stakeholders at all levels of the organization. Implement change management strategies to ensure successful adoption of new processes and behaviours.
  • Customer Feedback and Analytics: Implement mechanisms to capture customer feedback, leveraging customer analytics and insights to continuously improve the customer experience. Monitor and report on key customer experience metrics and KPIs.
  • Technology Enablement: Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.
  • Talent Development: Build and mentor a high-performing team, fostering a culture of customer-centricity and continuous improvement. Provide guidance, support, and training to develop employees' skills and capabilities.


  • Drive a customer-centric culture across the organization, elevating customer experience as a strategic priority.
  • Improve customer satisfaction, loyalty, and advocacy metrics by enhancing the end-to-end customer journey.
  • Identify and implement process improvements and technological advancements that enhance efficiency and effectiveness in delivering exceptional customer experiences.
  • Deliver measurable business outcomes, such as revenue growth, cost savings, and increased customer lifetime value, through the successful implementation of the customer experience transformation initiative.
  • Develop and nurture strong cross-functional partnerships, promoting collaboration and alignment towards a unified customer experience vision.
  • Establish a robust governance framework to monitor and sustain the transformed customer experience, ensuring ongoing optimization and continuous improvement.
  • Foster a collaborative and cross-functional approach to customer experience transformation, facilitating alignment and engagement among stakeholders.


Your skills and experiences might also include:

  • Experience: Proven track record of successfully leading customer experience transformation initiatives in complex organizations.
  • Leadership: 10+ years of leadership experience
  •  understanding of financial analysis, budgeting, and managing a P&L, with the ability to measure the financial impact of the customer experience transformation efforts.
  • Strategic Thinking: Strong strategic mindset, capable of envisioning future-state customer experiences and developing plans to achieve them.
  • Analytical Skills: Proficient in leveraging customer insights and analytics to identify opportunities and make data-driven decisions.
  • Customer Focus: Deep understanding of customer needs, expectations, and trends, with a relentless commitment to delivering exceptional customer experiences.
  • Project Management: Strong project management skills, including the ability to prioritize, plan, and execute initiatives within defined timelines and budgets.
  • Legal Industry Knowledge (preferable): Familiarity with the legal industry, its regulations, and the unique customer experience challenges and opportunities within the sector is preferable.


What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have a charity day you can take to support something that matters to you.  

At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn’t match perfectly, we’d still love to hear from you. You might just be who we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.