Customer Onboarding and Enablement Lead

About Wordsmith
Wordsmith is building the legal operating system for in-house teams, and we're growing fast.

In-house legal is becoming one of the most important functions in the AI era. Every business is moving faster, but legal work is still scattered across inboxes, chats, documents and disconnected systems. Wordsmith brings that work into one place: requests come in from across the business, AI agents handle the routine, lawyers stay in control where judgement matters, and every step is captured as work happens.

We're built for in-house legal, not law firms. More than 500 companies use Wordsmith, including Financial Times, Safelite, Trip.com, Canva, Starling and Sage. We're backed by over $100M from Index Ventures, General Catalyst, Highland Europe and others.

The role

We're hiring an Enablement Lead to own how customers learn Wordsmith, and how they become confident, self-sufficient users of it.

You'll own onboarding, training and enablement end to end: Legal AI fundamentals, product and feature overviews, self-paced certifications, and re-enablement for customers who've stalled. You'll teach both ends of the customer organisation: the lawyers and business users in Wordsmith every day, and the champions and admins who support their colleagues.

This is an enablement role, not a delivery or commercial one. You won't own implementation, technical support, renewals, account growth or a sales quota. Your focus is capability: do customers know how to use Wordsmith well, and can they keep learning without us?

What you'll do

• Own customer onboarding. Design and run the journey that takes a newly implemented customer to a confident, capable team, and keep improving it.

• Teach Legal AI fundamentals. Build the curriculum that helps legal teams understand what AI agents do well, where judgement stays with them, and how to work alongside the technology.

• Run live training. Lead onboarding sessions, product walkthroughs and feature deep dives for lawyers, business users and admins of every technical confidence level.

• Build the self-paced academy. Create online certifications and learning paths so customers can train new joiners and refresh skills on their own.

• Maintain the enablement library. Keep guides and product overviews accurate as Wordsmith ships, and retire what's out of date.

• Re-enable struggling customers. Diagnose why adoption has stalled and run focused programmes that get teams back to self-sufficiency.

• Train the champions. Equip customer champions and admins to teach their own colleagues, so capability compounds inside each account.

• Shape in-app help. Work with Product to build guidance, walkthroughs and prompts into Wordsmith itself.

• Measure whether learning worked. Define what a trained, self-sufficient customer looks like, track it, and use the evidence to change what we teach.

• Partner across customer teams. Work with Transformation, Customer Success, Support Engineering and Product so enablement reflects real implementations, questions and product changes.
  

What we're looking for

• 3–5 years in customer enablement, training, onboarding, customer education, implementation or a similar customer-facing role where teaching was central.

• You design learning, not just deliver it. You can turn a complex product into a curriculum with a clear sequence and outcomes.

• Confidence in front of a room, in person and on video, with senior lawyers as readily as with day-to-day users.

• Experience building self-paced content (courses, certifications, guides, video) and a view on what makes people finish it.

• A clear, warm communication style that makes unfamiliar ideas easy to grasp without oversimplifying them.

• Strong organisation: you can run several programmes, sessions and content deadlines at once without losing detail.

• Comfort with data. You can read product-usage information, spot where learning hasn't landed and act on it.

• Curiosity about AI and legal technology. You don't need a legal background, but you'll want to learn the product and our customers' work deeply.

• A strong learning mindset: you welcome feedback, apply coaching and want to grow quickly.
  

How we work

We're an hybrid team in Edinburgh or London, so expect to work from the office or visit customers by default. We set a high bar, move quickly and give people real ownership. There won't always be a playbook, so you'll bring curiosity, structure and persistence.

You'll work closely with the VP of Transformation and with Customer Success, Account Management and Product. Each customer team has a clear remit:

• Transformation leads implementation

• Support Engineering resolves technical issues

• Account Management owns renewals and commercial growth

• Customer Success owns adoption, customer health and value realisation

• Enablement owns onboarding, training and customer capability
  

Why join Wordsmith

Wordsmith is growing quickly, winning new customers and expanding inside larger organisations. Because Legal AI is new to almost everyone who buys it, teaching it well is one of the highest-leverage things we can do.

You'll join early enough to define what customer enablement at Wordsmith is: the curriculum, the certifications, and the standard for what a confident user looks like. You'll work directly with ambitious legal teams, learn the product deeply and develop fast in a high-performing team.