Full Job Description
If you are passionate about delivering exceptional customer experiences and building lasting client relationships, we would love to connect with you about joining our rapidly growing team as a Customer Success Manager. You will play a key role in transforming the way large law firms leverage technology to drive efficiency and profitability.
Your responsibilities will include:
Retention & Growth: Monitor client satisfaction, identify upsell opportunities, and ensure renewals by driving ROI for our clients.
Client Onboarding: Guide new clients through successful implementation and onboarding, tailoring strategies to meet their unique needs.
Relationship Management: Serve as the primary point of contact for your portfolio of clients, fostering strong, long-term relationships.
Project & Stakeholder Management: Coordinate cross-functional projects and manage stakeholder expectations to ensure smooth execution and client success.
Presentations & Training: Lead engaging training sessions and business reviews with senior professionals.
Issue Resolution: Proactively address client concerns and resolve issues with professionalism and efficiency.
Insights & Feedback: Gather client feedback to drive continuous improvement and contribute to product development.
What we are looking for:
Experience: 5+ years in a customer success, client-facing, or account management role, ideally in a SaaS or legal technology environment.
Professionalism: Polished communication and presentation skills, with the ability to confidently engage senior legal professionals.
Legal Expertise (Nice to Have): A Juris Doctor (J.D.) or prior experience practicing law is highly preferred, demonstrating an in-depth understanding of legal workflows and client needs.
Tech-Savvy: Comfortable navigating and explaining complex software, with a keen intellectual curiosity and passion for emerging technologies, including AI and Large Language Models (LLMs).
Strategic & Self-Directed: A proactive and entrepreneurial mindset, with the ability to thrive in a dynamic "startup/scale-up" environment where you will help build processes rather than simply follow a pre-existing playbook.
Detail-Oriented: A meticulous approach to managing tasks, timelines, and client requests.
Responsive & Reliable: Ability to effectively manage a book of business and multiple clients, ensuring prompt and thoughtful communication.
Global Collaboration: Ability to work effectively within our dynamic international environment which requires a degree of flexibility to accommodate regular meetings and real-time collaboration across different time zones (including Europe).
What you can look forward to:
The opportunity to work with cutting-edge technologies in the LegalTech and AI space
The ability to work remotely within a global company
Competitive salary and incentives
A supportive and collaborative company culture that values your contributions
