Legado (joinlegado.com)
Client Partner
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Client Partner
Location: Edinburgh / Hybrid
Reports to: CEO
Duration: Permanent
About Legado
Legado is a B2B SaaS company helping financial services organisations deliver secure, compliant and customer-friendly communication. Our platform brings together Digital Vault, CommsHub and LegadoSign to centralise documents, enable secure digital interactions, streamline signing processes and support regulated customer engagement.
Backed by the FNZ Group and Souter Investments, and trusted by leading financial institutions, we are continuing to grow across the financial services sector.
We are now looking for a Client Partner to own and grow strategic client relationships, support client communication, and help turn client needs into clear product, delivery and commercial priorities.
About the Role
This is not a traditional account management or customer success role. We are looking for someone who can build trusted client relationships, understand complex enterprise problems, and help shape how Legado supports clients across onboarding, adoption, support, expansion and future product development.
The Client Partner will sit between clients, Sales, Product, Delivery and Engineering. You will help clients understand the value of Legado, lead commercially relevant product conversations, support adoption and expansion, and ensure client requests are properly understood before they become product, delivery or support work.
You do not need to be a software engineer, but you do need to be technically fluent. You should be comfortable discussing workflows, integrations, APIs, data, security, implementation considerations and support issues with both technical and non-technical stakeholders.
This role will suit someone who is commercially minded, highly structured, client-facing, has a keen eye for opportunity and confident operating in a fast-moving B2B SaaS environment where the answer is not always obvious.
Indicative Role Focus
- Client Growth: 45% - Own client relationships, adoption, retention, expansion and commercial growth.
- Solution Shaping: 20% - Run initial discovery, shape client problems, lead demos and create reusable proposition insight.
- Delivery & Support Coordination: 20% - Manage support communication, delivery handover, training coordination and escalation visibility.
- Product Input: 15% - Structure product insight, reduce ad hoc PM burden and give Product clearer client input.
What You'll Do
Client Growth
- Own day-to-day and senior stakeholder relationships across strategic clients.
- Maintain account plans, stakeholder maps, current use cases, open risks, growth opportunities and next actions.
- Run client check-ins, service reviews and QBRs.
- Drive adoption and help clients get more value from Digital Vault, CommsHub and LegadoSign.
- Support renewals through proactive account management and clear evidence of value.
- Identify expansion opportunities across new teams, workflows, departments or wider group structures.
- Translate client problems into clear commercial narratives and prepare commercial proposals.
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Solution Shaping
- Lead discovery conversations with clients and prospects where required.
- Ask the right questions to understand client processes, pain points, stakeholders, systems, constraints, risks and desired outcomes.
- Convert broad client statements into clear problem statements.
- Distinguish between product requirements, configuration, delivery effort, commercial scope and bespoke development.
- Create solution outlines, workflow maps, implementation notes and requirement summaries.
- Lead product demonstrations in a way that is relevant to the client’s workflow, problem and operating model.
- Help develop repeatable propositions.
Delivery & Support Coordination
- Support handover from Sales into onboarding, delivery, adoption and ongoing relationship management.
- Ensure Delivery understands the original client discussion, agreed objectives, success criteria and commercial context.
- Coordinate client-facing communication around support issues.
- Triage incoming client issues and route them to the right internal owner.
- Work with Engineering, Product and Delivery to understand issue status, impact, priority and next steps.
- Manage client expectations around issue resolution, timelines, workarounds and escalation.
- Own ongoing client training needs after project handover and hypercare, with support from Solution Consultants where relevant.
Product Input
- Clarify early-stage client requirements before they become formal product requests.
- Turn client feedback, problems and opportunities into clear product briefs, problem statements or requirement summaries.
- Reduce ad hoc product-management burden created by client conversations, delivery questions, support issues and commercial opportunities.
- Help distinguish between urgent client requests, repeatable product opportunities, roadmap candidates, configuration items and one-off bespoke asks.
- Ensure Product is brought into the right conversations at the right time, with the right context.
- Support product launch, adoption and enablement by translating new capabilities into client-facing value narratives.
About You
You are commercially minded, client-focused and comfortable operating in a high-growth enterprise SaaS environment. You enjoy building strong relationships, but you are not just relationship-led. You are structured, curious and confident asking questions that get to the real client problem. You can communicate credibly with senior client stakeholders, operational users and internal technical teams.
You are highly organised, comfortable managing multiple clients and priorities, and understand the importance of clear client communication, especially when issues arise.
Essential Skills and Experience
- Experience in B2B SaaS, enterprise software, or financial services technology.
- Experience in strategic account management, technical account management, solution consulting or business analysis.
- Strong ability to build and manage senior client relationships.
- Experience working with complex client requirements and translating them into clear product, delivery or commercial actions.
- Ability to communicate effectively with both technical and non-technical stakeholders (internally and externally).
- Experience supporting client adoption, retention, renewals or expansion.
- Experience working closely with Product, Delivery, Engineering or Implementation teams.
- Strong organisation, communication and problem-solving skills.
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Desirable Skills and Experience
- Experience working with financial services or regulated-sector clients.
- Experience supporting enterprise implementations.
- Experience running QBRs, account plans, stakeholder maps and client growth plans.
- Familiarity with support ticketing, incident communication or customer support coordination.
- Experience working in a high-growth or early-stage SaaS business.
- Experience delivering product demonstrations or supporting enterprise software sales conversations.
Key Traits
- Relentlessly curious.
- Spots commercial opportunities before clients do.
- Challenges assumptions respectfully.
- Quickly builds executive trust.
- Connects seemingly unrelated problems.
- Influences Product and Engineering without authority.
- Learns new industries quickly.
What We Offer
- Competitive salary
- EMI options to acquire ownership in Legado
- 32 days holiday (including public holidays) plus additional policy days off
- Hybrid working, with some flexibility around working patterns, based in a centrally located Edinburgh office.
- Private health care coverage.
- Hybrid working policy with flexibility.
- Regular team socials and events.
- Cycle to work scheme.
- Learning and development support.
- The opportunity to shape a key client-facing role at a growing B2B SaaS company.
- Exposure to major financial services and enterprise clients.
Application Process
If you are excited by the opportunity to own and grow strategic client relationships within a growing B2B SaaS company, please apply via LinkedIn with your CV and cover letter.
In your application, please include a brief example of where you helped a client solve a complex problem, improved a client relationship, or translated client needs into clear internal action.
We are committed to building a diverse team and understand that great people follow many different paths - and we support flexible and hybrid working arrangements to help people do their best work.
Accordingly, we welcome applications from people with a range of backgrounds, experiences and perspectives - if you don’t meet every requirement listed, if you’re excited about this role and contributing to Legado's growth we encourage you to apply.
If you have questions about the role, the recruitment process or need any adjustments please feel free to get in touch to discuss.
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