Customer Success Manager

Role overview

Guide law firm customers through adopting and expanding their use of legal technology. The role combines onboarding, account management, product education, and performance analysis, with a focus on helping firms realize measurable value and sharing their needs with product teams.

Responsibilities

- Onboard firm teams and help them reach effective use of the platform within about 90 days. - Monitor adoption, engagement, satisfaction, and retention; identify accounts that need additional support. - Develop opportunities to expand customer use through relevant cross-sells and upsells. - Analyze account results and communicate insights to customers and internal stakeholders. - Create customer examples that demonstrate return on investment and identify new product use cases. - Relay customer feedback to inform product improvements.

Requirements

- At least five years of customer success experience, ideally managing mid-sized or enterprise accounts. - Knowledge of law firm operations, compliance needs, and legal industry trends. - Familiarity with legal technology or SaaS products, and the ability to explain technical concepts clearly. - Experience managing a substantial portfolio of accounts in a fast-moving environment. - Strong project coordination, analytical, presentation, and relationship-building skills. - Ability to adapt to different firm sizes and practice areas, with willingness to travel for customer visits and industry events.

Benefits and work setup

The listing describes a U.S. on-target earnings range of $120,000–$165,000, including base pay and target sales incentives. Benefits include equity, retirement plan matching, health and disability coverage, flexible time off and holidays, a home-office setup reimbursement, and a telecommuting stipend. Some commuter and office benefits apply to in-office employees.