Customer Success Manager

Summary

Join Elite Technology as a Customer Success Manager and play a high-impact role in managing customer relationships and ensuring clients fully utilize our products and services. This position requires expertise in customer success within SaaS environments and the ability to navigate complex software. You will collaborate with multiple internal teams, becoming a subject matter expert on Elite products and the legal software landscape. Developing strong customer relationships is crucial, driving product adoption, retention, and expansion. The role involves proactive engagement, addressing customer needs, and collaborating with internal teams to optimize service delivery and growth. This position offers a competitive compensation package and various benefits.

Requirements

• 5+ years of experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors
• Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies
• Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and the fostering of deeper product adoption and usage
• Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell
• Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts
• Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, Engineering, and Support teams to align customer success strategies with broader organizational goals
• Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals
• Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale
• Up to 25% travel
• Experience managing global accounts across various time zones, industries, and customer segments
• Expertise in building scalable, repeatable processes for customer success teams to drive consistency in performance across regions or segments

Responsibilities

• Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features
• Customer Management: Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities
• Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention
• Customer Education & Enablement: Work with Product to understand new products and features as they’re released and enable customers to benefit from ongoing product developments
• Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience
• Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities
• Perform other duties as assigned to support the overall goals and objectives of the department/company

Preferred Qualifications

• Experience managing global accounts across various time zones, industries, and customer segments
• Expertise in building scalable, repeatable processes for customer success teams to drive consistency in performance across regions or segments

Benefits

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• At Elite Technology, we embrace an employee-centric, flexible remote work model that empowers you to do your best work in the environment that suits you