--- title: 'Customer Success Manager at Wordsmith AI' canonical: 'https://feeny.ai/job/customer-success-manager-wordsmith-ai-edinburgh-y1d054jb4a8g' type: 'job' last_seen: '2026-09-26' --- # Customer Success Manager at Wordsmith AI - **Company:** Wordsmith AI - **Location:** Edinburgh, United Kingdom - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-09-22 - **Last confirmed live:** 2026-09-26 - **Apply:** https://jobs.ashbyhq.com/wordsmith/a3af9e30-34bd-421e-ad9e-c95c616928bc ## Job description ## About Wordsmith Wordsmith is building the AI platform for in-house legal teams. Our customers use Wordsmith to move faster, automate the repetitive parts of legal work, and give their whole business quicker access to legal support. We're growing quickly, and every new customer we win deserves a brilliant experience from day one — that's where you come in. ## About the role We're hiring a Customer Success Manager to be the hands-on, day-to-day champion for our customers. This is not a quota-carrying role. Your job is to make customers successful: get them onboarded quickly, answer their questions, keep our shared inbox humming, and continually drive adoption of the product across their teams. It's an early-career role with real responsibility from week one. You'll work directly with customers every day and see the direct connection between the work you do and the value they get — and, in turn, the revenue they retain and grow with us. ## What you'll do - Onboard new customers and new business — run the enablement process that takes a freshly signed customer from kick-off to confident, active use of Wordsmith. - Answer customer support questions — be the first, friendly, fast response when customers need help, and see every question through to resolution. - Manage the shared customer inbox — own it end to end: triage, respond, route, and make sure nothing slips through the cracks. - Drive product adoption, constantly — spot dormant users and under-used features, run training sessions, share best practice, and turn every account into an engaged, healthy one. - Be the voice of the customer — feed what you hear back to the product and commercial teams so we build and sell the right things. ## What we're looking for - 0–2 years of experience — in customer success, support, account management, hospitality, or any role where you looked after people. Recent graduates welcome. - Super hands-on with customers — you roll up your sleeves, get on the call, write the doc, chase the answer. You'd rather fix it than file it. - Commercially minded — you don't carry a quota (retention), but you understand why adoption matters: engaged customers renew, grow, and become advocates. You connect your daily work to that outcome. - A clear, warm communicator — comfortable writing and speaking with customers all day, and able to make technical things feel simple. - Organised and reliable — you can juggle an inbox, a training schedule, and a list of follow-ups without dropping any of them. - Curious about AI and legal tech — you don't need a legal background, but you're excited to learn the product deeply and become a genuine expert in it. ## Why Wordsmith - Ground-floor seat at a fast-growing AI company, with a front-row view of how modern legal teams adopt AI. - A role where you learn the full customer lifecycle — onboarding, support, adoption, renewal — the foundation for a career in customer success or commercial roles. - Direct access to customers and to the founding team; your feedback shapes the product. - A team that ships fast, cares about customers, and will invest in your growth. ## How we work We're an in-office team in Edinburgh. We work together because it helps us collaborate closely across product, engineering, and legal teams. You should expect to be in the office as your default. ## About Wordsmith AI ## Company Overview - **One-liner**: Wordsmith provides an AI-native legal operations platform that captures, triages, resolves, and records every legal request from the business, enabling in-house legal teams to work at the speed of AI. - **Entity Type**: Private (Series B) - **Headquarters**: London, England, United Kingdom - **Founded**: 2023 - **Founders**: Ross McNairn (CEO), Volodymyr Giginiak (CTO), Robbie Falkenthal (COO) ## Core Business - **Primary industry/industries**: Legal Technology (LegalTech), Enterprise AI, Workflow Automation - **Target customers**: In-house legal departments at mid-to-large enterprises across all industries (B2B, Enterprise) - **Mission or purpose statement**: To be the Northstar for legal intelligence in business — to bring the legal function in-house by making it measurable, compressible, and owned, just as every other major corporate cost centre has been. ## Products & Services - **The Wordsmith Platform (Legal Operations System)**: An end-to-end AI-native system built around four core workflows: **Receive** (captures legal requests from Slack, email, Salesforce, Teams, and procurement systems), **Route** (assigns ownership, priority, and context), **Resolve** (automates routine legal work using AI agents — drafting, redlining, research, translation — while escalating complex decisions to lawyers), and **Record** (logs every decision, action, and rationale in real time for audit-ready governance). - **Contract Review & Workflow Integration**: End-to-end contract review embedded directly into business tools like Slack, Gmail, and procurement systems. Reviews are collaborative and web-native. - **Word Integration**: A plugin allowing lawyers to review, redline, draft, research, and translate without leaving Microsoft Word. - **AI Agents**: Chain drafting into a full end-to-end workflow — receive the request, draft the document, route for approval, and send — with no manual step required. - **Global Legal Intelligence Engine**: Covers hundreds of trusted sources across 130+ jurisdictions, combined with deep knowledge of the customer’s own entities, risk profile, and prior positions. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Total funding raised — **$100M** across two rounds. Last round: **€60.2M ($70M) Series B** (announced June 2026). - **Notable Investors/Partners**: Index Ventures, Highland Europe, General Catalyst (the firms behind Figma, Stripe, Discord, Airbnb, Revolut, and Canva). - **Growth Signals**: - Used by **500+ organisations globally**, including major enterprises such as **BT, Financial Times, Safelite, Trip.com, and Canva**. - Reports that **Trustpilot cut contract review time by 85%** using the platform. - Planning to grow workforce from ~100 to **~300 employees**, with significant **US market expansion**. - Founded in 2023 and achieved this scale in just over two years. ## Competitive Advantages - **Category-defining position**: Wordsmith is not a legal copilot for individual lawyers — it is an **operating system for the entire in-house legal function**, managing complete request flows across the organisation. This system-level approach is a structural shift away from traditional point-tools. - **Conflict-free business model**: Wordsmith sits on the side of the *buyer* of legal services (the in-house team), not the *seller* (law firms). All other legacy tools were built to serve law firms. Wordsmith’s incentives are aligned with removing friction and cost for the enterprise. - **Vertical-first AI strategy**: Deeply specialised in legal workflows rather than a generalist AI platform, making the product deeply relevant and defensible in a $1.1T global legal market. - **Founding team**: Led by a CEO (Ross McNairn), CTO (Volodymyr Giginiak), and COO (Robbie Falkenthal) who blend legal domain expertise with deep AI and engineering capability. ## Strategic Focus - **Scale globally, with a US expansion priority**: The Series B is explicitly earmarked to accelerate growth in the US market. - **Hire exceptional talent**: Grow the team to ~300 people, maintaining a “fewer, better people” philosophy — a small group of brilliant specialists rather than a crowd of generalists. - **Product depth**: Continue to invest in AI agents, global legal intelligence, and deeper integration into enterprise workflows (Slack, Salesforce, Word, Gmail). - **Move beyond task assistance to full automation**: The stated vision is to make legal “the last black box” in the enterprise — measurable, compressed, and owned internally. ## Why Work Here - **Culture & Philosophy**: Described as a team of “lawyers and engineers blending two worlds.” Core operating principles include: **“fewer, better people”** (small, elite teams), **relentless focus on simplicity**, and building products that are so elegant they “feel like magic.” The company explicitly values **judgment** as the key differentiator in an AI-powered world. - **Growth Trajectory**: A rare stage — Series B with $100M in funding, a small enough team that individual contributions matter every day, and early enough to shape how the company builds. Significant US expansion ahead. - **Work Environment**: Hybrid (roles listed for Edinburgh and London). The hiring process is transparent and values speed: a 30-min screening call, a 45-min technical interview, a short take-home challenge (a couple of hours), and a culture interview. - **Funding Backing**: Backed by the same investors who backed Figma, Stripe, and Canva — strong signal of ambition and long-term thinking. - **Impact**: Working on a problem that is “genuinely new” — building the platform to run in-house legal teams, which is a category that did not exist before AI made it possible. ## Sources 1. [wordsmith.ai](https://www.wordsmith.ai/) 2. [wordsmith.ai/company](https://www.wordsmith.ai/company) 3. [wordsmith.ai/careers](https://www.wordsmith.ai/careers) 4. [cbinsights.com](https://www.cbinsights.com/company/wordsmith-ai) 5. [jobs.ashbyhq.com/wordsmith](https://jobs.ashbyhq.com/wordsmith) ## Other roles at Wordsmith AI - [Legal Solutions Engineer NYC](https://feeny.ai/job/legal-solutions-engineer-nyc-wordsmith-ai-new-york-q6hxkz1qvd1d) — New York, NY - [Employee Platform Engineer](https://feeny.ai/job/employee-platform-engineer-wordsmith-ai-edinburgh-8x762qtcyknv) — Edinburgh, United Kingdom - [Global Office and Facilities Manager](https://feeny.ai/job/global-office-and-facilities-manager-wordsmith-ai-edinburgh-dz66t0kp1wwb) — Edinburgh, United Kingdom - [Commercial Associate (SDR)](https://feeny.ai/job/commercial-associate-sdr-wordsmith-ai-new-york-nmnw0099rdvb) — New York, NY - [Motion Graphic Designer](https://feeny.ai/job/motion-graphic-designer-wordsmith-ai-london-ny1p4m8jc3mx) — London, United Kingdom - [Legal Engineer (Privacy & Compliance)](https://feeny.ai/job/legal-engineer-privacy-compliance-wordsmith-ai-edinburgh-hxh477df6saa) — Edinburgh, United Kingdom - [Sales Development Representative (SDR)](https://feeny.ai/job/sales-development-representative-sdr-wordsmith-ai-edinburgh-bvnwen75grd0) — Edinburgh, United Kingdom - [Account Executive - Enterprise - DACH](https://feeny.ai/job/account-executive-enterprise-dach-wordsmith-ai-munich-tq4cewds4x5e) — Munich, Germany - [Head of Sales Enablement](https://feeny.ai/job/head-of-sales-enablement-wordsmith-ai-new-york-efap6c2jkmkg) — New York, NY - [Support Engineer](https://feeny.ai/job/support-engineer-wordsmith-ai-edinburgh-emw9xw5n5067) — Edinburgh, United Kingdom