Customer Engagement & Adoption Specialist (LegalTech Platform)

Role Overview

Blackhall Technologies Ltd, a wholly owned subsidiary of the Law Society of Ireland, are seeking a Customer Engagement & Adoption Specialist to play a critical role in driving user engagement and adoption of a newly developed platform within the legal sector.

This role will sit at the intersection of customer success, product adoption, and user support , acting as the primary point of contact for users post-onboarding. The successful candidate will work closely with internal teams to ensure users are effectively activated, supported, and continuously engaged with the platform.

The overall objective of the role is to drive adoption, maximise usage, and deliver a positive user experience at scale .

Key Responsibilities

User Activation & Adoption

Take ownership of a portfolio of organisations already onboarded to the platform

Drive initial activation by ensuring users understand how to use the product effectively

Encourage and support users to move from onboarding through to active, regular usage

Proactively engage with users to ensure continued adoption and utilisation

Customer Engagement & Relationship Management

Act as the primary point of contact for day-to-day user engagement

Maintain regular touchpoints with users (check-ins, progress reviews, follow-ups)

Build strong relationships with users and stakeholders across organisations

Provide a friendly, proactive, and solution-oriented presence , particularly when challenges arise

Support & Issue Management

Act as the first point of contact for user issues and queries

Triage and troubleshoot problems at a user level before escalating where necessary

Liaise with internal teams to ensure timely resolution of issues

Communicate updates clearly back to customers

Feedback & Continuous Improvement

Gather user feedback around pain points, usability, and functionality

Feed insights into internal product and project teams

Contribute to improving processes, workflows, and overall user experience

Training & Enablement

Deliver user guidance, walkthroughs, and informal training sessions

Support users in understanding both the product and relevant workflows

Assist with onboarding new users and organisations

Strategy & Process Development

Support the development of engagement and adoption strategies

Lead and execute day-to-day delivery of these plans

Contribute to scaling engagement processes as the platform grows

Experience /Competencies

3–5 years’ experience in a customer success, account management, client engagement, or similar role

Experience working with B2B clients (ideally professional services or regulated industries)

Exposure to technology platforms, SaaS, or digital products is advantageous

Excellent communication and interpersonal skills – able to engage and influence users at all levels

Highly proactive and self-driven – comfortable taking initiative and driving outcomes

Customer-focused mindset with a strong emphasis on user experience

Problem-solving ability – able to handle issues calmly and identify practical solutions

Relationship builder – able to build trust and credibility with users

Adaptability and resilience – comfortable working in a fast-paced, evolving environment

Collaborative approach – works effectively with cross-functional teams

Commercial and engagement focus – understands the importance of driving usage and value.

Closing Date: Friday, 3 July 2026

We thank you for your interest in Blackhall Technologies LTD and your interest in this role. Due to the level of response required , only successful candidates who are shortlisted will be contacted.