Customer Success Executive

Pirical pioneers the field of People Analytics within the legal industry. Our mission is to help law firms make better, faster, and more informed decisions by turning complex people data into actionable insights.

Our flagship product, Pirical Legal Professionals (PLP), helps law firms understand talent movement, identify growth opportunities, benchmark against competitors, and make smarter strategic decisions. Today, many of the world's leading law firms use PLP to understand the legal market in a way that was previously impossible.

We are an organically grown business of nearly 50 exceptionally talented team members and already work with many of the leading law firms across the UK and US, including all five Magic Circle firms. Over the last decade, we have grown year on year, built two market-leading SaaS products, and established ourselves as the leader in legal people analytics.

With strong product-market fit in the UK and growing momentum in the US, we're now entering the next phase of our growth journey.

Why join Pirical? We asked our team what defines Pirical’s culture. In their own words:

“You’re not just a number. You have a voice and can make an impact.” - Analyst
“The team is talented, hard-working and supportive.” - Sales Rep
“Huge amounts of autonomy and flexibility.” - Customer Success
“Problem-solving from first principles is normal and encouraged.” - Data Engineer
“Ample L&D opportunities.” - Software Engineer

At Pirical, you’ll be trusted early, given real ownership, and supported to grow quickly.

The role

This is a unique opportunity to join Pirical at an exciting stage of our growth journey. Having established ourselves as the market leader in the UK, we're now expanding into the US, and this role will be one of the earliest hires in our New York office. You'll have the opportunity to help shape not only the customer experience, but also how we build and scale our US operation.
We're looking for a bright, analytical professional to help leading law firms get the most out of our platform.

The role combines customer success, data analysis, product training, and relationship building, making it an ideal opportunity for someone looking to accelerate their career in SaaS.
You'll be the voice of our customers, understanding their workflows, anticipating their needs, and ensuring they see measurable value from our platform. You'll combine analytical thinking with curiosity and strong communication skills, responding to enquiries, delivering training sessions, researching user activity, and collaborating across teams to continually improve the customer experience.

You'll work directly with some of the world's leading law firms, helping them use data to make smarter business decisions while gaining exposure to senior stakeholders, complex customer challenges, and a fast-growing software business.

If you're looking for a role where you can learn quickly, take on meaningful responsibility, and make a genuine impact from day one, we'd love to hear from you.

Role responsibilities

• Respond promptly and thoughtfully to customer support requests, ensuring issues are resolved efficiently and to a high standard
• Develop a deep understanding of client workflows to provide practical, value-driven recommendations that improve how clients use the product
• Deliver engaging product training and refresher sessions for users across different departments and seniority levels
• Proactively meet with clients (via video or in person) to build trusted relationships, drive product adoption and identify opportunities for added value
• Represent the company confidently in client meetings and at relevant industry events, strengthening client trust and brand presence
• Partner closely with Customer Success Managers and Account Directors to support account health, retention and growth initiatives
• Capture, synthesise and relay user feedback to the Product team, collaborating to turn insights into meaningful product improvements

Role Requirements

• A recent graduate or professional with 1-3 years of work experience, ideally gained through internships, placements, customer-facing roles, SaaS environments, consulting, research, or analytical roles
• Degree educated, ideally in a subject that demonstrates analytical thinking such as Psychology, International Relations, Politics, Economics, Sociology, Data Analytics, or a similar discipline
• Naturally curious and analytical, with a genuine interest in how organisations use data to make decisions
• Highly comfortable working with data and spreadsheets, including Excel functions such as Pivot Tables, VLOOKUPs, and data analysis techniques
• Comfortable learning complex concepts quickly and translating them into clear, practical guidance for customers
• Strong communicator who can confidently build relationships and present information to senior stakeholders at leading law firms
• Demonstrates excellent attention to detail and can quickly understand complex products, customer requirements, and business problems
• Comfortable using AI tools in a professional setting and understands both their strengths and limitations
• Self-starter who thrives in a fast-moving environment and wants significant ownership early in their career
• Motivated by learning, growth, and the opportunity to make a meaningful impact within a scaling software company
• Previous Customer Success experience is helpful, but not essential

Our commitment to diversity

Pirical is committed to building an inclusive and diverse workplace. The strength of our team comes from the variety of backgrounds, experiences and perspectives we bring together. We treat every employee fairly and equally, and we strive to create an environment where everyone feels confident, comfortable and empowered.