Senior Customer Success Manager

Summary

Join our team as a Customer Success Manager and build strong relationships with our clients, utilizing your expertise to help them maximize the value of our products. You will work with diverse teams, solve customer problems, and proactively identify at-risk accounts. This role requires strong communication, problem-solving, and relationship-building skills within a fast-paced environment. You will be a product expert, guiding customers and sharing best practices. The ideal candidate possesses experience in customer success, account management, and working with multiple stakeholders in a software environment. This is a unique opportunity to make a significant impact on the success of our legal tech clients.

Requirements

• 4-6 years of professional experience
• Experience in Customer Success or Account Management
• Background in Consulting or Software (Legal Software is a plus)
• Experience with Salesforce and Customer Success tools
• Startup Experience working within a small Customer Success Org
• Experience working with multiple stakeholders (Legal Ops, Legal, Finance, and IT in our case)
• Put yourself in others’ shoes and see situations from perspectives other than your own
• Be motivated by seeing others succeed and grow when you partner with them
• Be highly adaptable, easily acclimating to a rapidly changing business and industry
• Be highly organized, able to multi-task and exceptionally responsive
• Possess strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skillsets
• Possess excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
• Be able to comfortably engage in conversations related to enterprise-level software and how it’s used to address business requirements
• Be hungry for knowledge. Legal Tech is undergoing a rapid change and you want to learn more!

Responsibilities

• Become a product expert and help guide our customers in getting the most out of their system
• Be a problem solver for both our customers and internal stakeholders
• Proactively identify at-risk customers
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Work cross functionally with the Implementation, Support, Marketing, Product, Renewals Teams

Preferred Qualifications

Bachelor’s Degree