Customer Success Manager, Law Firms

Role overview Own retention and account growth for a portfolio of law-firm customers using a legal services platform. This is a commercially accountable customer success role focused on protecting revenue, expanding customer relationships, and turning account insight into measurable growth in partnership with account executives.

Responsibilities - Manage retention and growth across assigned law-firm accounts, protecting existing revenue and increasing customer spend. - Identify expansion opportunities across customer offices, attorneys, practice areas, and jurisdictions. - Build relationships with firm owners, managing partners, and operations leaders, and lead strategic reviews on outcomes and growth. - Monitor customer activity, revenue, and sentiment to identify risk and intervene early. - Partner with account executives to help new customers reach sustained usage. - Maintain an evidence-based expansion pipeline and portfolio forecast, coordinating escalations and keeping customers and internal teams aligned.

Requirements - At least five years in customer success, account management, sales, or another commercial customer-facing role. - A record of converting account insight into qualified and closed expansion revenue, as well as retaining customers. - Ability to build credibility with senior law-firm stakeholders, including owners and managing partners. - Comfortable traveling around 20–25% for customer visits, events, and internal meetings. - Ownership of customer commitments from identification through resolution.

Nice to have Experience with law firms, legal technology, or usage-based revenue models.

Benefits and work setup Remote role with 20–25% travel. The full-time salaried position lists $130,000–$150,000 OTE, medical, dental, vision, and disability insurance, paid parental leave, a 401(k), paid time off and holidays, and a work-from-home stipend.