Customer Success Manager

Summary

Join Athennian as a Customer Success Manager (CSM) and become the ultimate advocate for our clients. You will build strong relationships, understand client needs, and empower them to achieve exceptional results using our platform. Key responsibilities include driving customer renewal and retention, identifying revenue growth opportunities, developing strategies to increase customer engagement, and collaborating with internal teams. This role requires proven success in a B2B SaaS environment with 2+ years of experience in a commercially-focused Customer Success role. The ideal candidate is a strong relationship-builder, strategic, proactive, empathetic, and an excellent communicator. We offer a competitive benefits package and a fast-paced, collaborative work environment.

Requirements

• Proven success in a B2B SaaS environment, with 2+ years of experience thriving in a commercially-focused Customer Success role
• A natural relationship-builder, skilled at fostering strong connections and trust with clients
• Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion
• Proactive approach to assessing growth opportunities and experience driving deals through to close
• Empathetic and customer-centric, with a passion for understanding and exceeding client expectations
• Excellent communicator, adept at simplifying complex issues and conveying information clearly
• Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively
• Familiarity with the legal tech space and entity and/or equity management solutions

Responsibilities

• Own and build strong, strategic relationships with a dedicated portfolio of customers
• Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals
• Identify and capitalize on opportunities for revenue growth
• Develop innovative strategies to increase customer engagement and product adoption
• Collaborate with internal teams to ensure seamless onboarding and ongoing training
• Serve as the primary point of contact for customer escalations, ensuring swift resolution
• Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations
• Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns
• Monitor customer health, proactively identifying and mitigating risks

Preferred Qualifications

• An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level
• Experience working at a law firm or with an in-house legal team
• Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business

Benefits

• Generous vacation/sick/flex days
• Remote work options
• Flexible working hours
• Health/dental/vision/group life/gRRSP/LTD/AD&D/EFAP benefits
• High growth environment
• Team-building
• Day-to-day variety (never a dull moment)
• MacBook for all employees
• Stock options
• A culture of transparency