Senior Customer Success Manager - Law.com

Department: Commercial

Employment Type: Full Time

Location: New York

Compensation: $90,000 / year

Description

Position Summary
Centellic is seeking a Senior Customer Success Manager to join our New York-based Customer Success team. This customer-facing role is responsible for managing a portfolio of strategic accounts with a focus on corporate legal departments utilizing Centellic's legal intelligence and information solutions.

The Sr. CSM will serve as a trusted advisor to customers across the historic ALM portfolio, including Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault. A successful candidate will drive customer retention, product adoption, user engagement, advocacy, and long-term account growth by helping customers maximize the value of these subscriptions within their daily workflows and business objectives.

This position requires expertise across the entire customer lifecycle, from onboarding and implementation through renewal support, executive business reviews, expansion opportunities, and strategic account planning.

Key Responsibilities

Customer Success & Relationship Management

• Own and proactively manage a portfolio of strategic customer accounts across the Law.com product portfolio.
• Develop and execute tailored Success Plans aligned to customer goals and business outcomes.
• Build trusted relationships with key stakeholders including librarians, knowledge managers, business development leaders, practice group leaders, attorneys, researchers, and executive sponsors.
• Serve as the primary post-sale advisor responsible for customer retention and value realization.
• Lead onboarding initiatives that accelerate customer adoption and time-to-value.

Product Adoption & User Engagement

• Drive usage and adoption of:
  • Law.com
  • Law.com International
  • Law.com Compass
  • VerdictSearch
  • Law.com Radar
  • Law.com Scholar
  • NewsVault
• Deliver product training sessions, refresher workshops, webinars, and best-practice consultations.
• Analyze user engagement trends and develop targeted adoption strategies.
• Create scalable customer success initiatives that support both firmwide and departmental objectives.
• Promote awareness of new product features, content enhancements, and workflow improvements.

Strategic Business Reviews

• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews with customer stakeholders.
• Present account performance metrics, engagement data, adoption trends, and recommendations.
• Partner with customers to establish measurable success criteria and ongoing strategic objectives.
• Develop action plans that increase user engagement and subscription value.

Customer Health & Retention

• Monitor customer health using engagement, usage, sentiment, and commercial indicators.
• Identify renewal risks early and implement proactive mitigation strategies.
• Drive Gross Revenue Retention (GRR) objectives.
• Maintain accurate customer records, success plans, and engagement activities within company systems.
• Collaborate with Customer Care and Product teams to address issues impacting customer satisfaction.

Growth & Expansion

• Identify opportunities for cross-sell and upsell conversations across the broader Centellic portfolio to endorse to an Account Executive partner.
• Partner with Account Executives and Sales leaders on renewal and growth initiatives.
• Support expansion discussions involving additional products, practice groups, offices, and business units.
• Contribute customer intelligence and market feedback to commercial planning efforts.

Voice of the Customer

• Gather and share customer feedback regarding product functionality, content coverage, and user experience.
• Act as an advocate for customers within Product, Editorial, Marketing, and Sales organizations.
• Provide actionable insights that support product enhancements and content strategy.
• Participate in customer advisory boards, beta programs, and advocacy initiatives when appropriate.

Leadership & Collaboration

• Serve as a mentor and role model within the Customer Success organization.
• Support onboarding and development of newer Customer Success Managers.
• Share best practices, success stories, and customer insights across the team.
• Contribute to process improvements, customer journey development, and adoption programs.

Skills Knowledge and Expertise

Required Experience

• 5+ years of Customer Success, Account Management, Client Services, or related experience.
• Experience with CS Platforms (i.e. ChurnZero, Gainsight, Planhat, etc.)
• Experience working with subscription-based information, research, SaaS, legal technology, or professional services products.
• Demonstrated success managing strategic customer relationships and renewal-focused portfolios.
• Experience conducting executive-level presentations and business reviews.
• Strong analytical and consultative problem-solving skills.
• Proven ability to influence customer outcomes without direct authority.

Preferred Experience

• Experience supporting legal, professional services, corporate, or research-focused customers.
• Familiarity with legal research, legal news, litigation intelligence, business development intelligence, or competitive intelligence solutions.
• Experience with CRM systems, and customer health monitoring tools.
• Background working with law firms, legal libraries, knowledge management teams, or legal operations professionals.

Key Performance Indicators

Success in this role will be measured through:

• Gross Revenue Retention (GRR)
• Renewal rate performance
• Customer health and engagement metrics
• Product adoption and utilization growth
• Completion and quality of Success Plans
• Quarterly Business Review delivery
• Customer satisfaction and advocacy
• Expansion opportunity identification and influence
• Time-to-value for newly onboarded customers

What Success Looks Like

The successful Senior Customer Success Manager is viewed by customers as a strategic partner who helps legal professionals derive measurable value from Centellic's legal information and intelligence solutions. Through proactive engagement, consultative guidance, and deep understanding of customer workflows, the Sr. CSM drives adoption, retention, and long-term customer success while strengthening Centellic's position as an indispensable research and intelligence partner.

Benefits

Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:

• 15 vacation days, 12 company holidays, three personal days, one day to volunteer at the organization of your choice, plus a day off for your birthday each year
• Choice of three Cigna health insurance plans, two dental plans, and vision coverage.
• Health Savings Accounts (HSA) and Flex Spending Accounts (FSA)
• Comprehensive wellness program
• Employer paid life insurance
• Employer paid short-term and long-term disability insurance
• Accident and critical illness insurance
• 401K and Roth retirement savings plans with employer matching
• Employee Referral Awards
• Tuition reimbursement after 1 year of service
• Commuter Benefits