Customer Success Manager

Job Summary

Owning client relationships post-sale, the full-time remote Customer Success Manager will ensure clients receive value from services, coordinate issue resolution across teams, and manage onboarding, renewals, and account documentation.

Key responsibilities

• Oversee onboarding for new clients, ensuring they understand how to access support and services
• Act as the escalation point for client issues, coordinating with support and technical teams to drive resolution
• Monitor open tickets in Jira Service Management, ensuring SLAs are met and recurring issues are addressed

Required qualifications

• 3+ years in customer success, account management, or client services, preferably in legal technology or managed IT services
• Ability to communicate effectively between technical teams and non-technical stakeholders
• Strong organizational skills with a proactive approach to tracking commitments and follow-ups
• Familiarity with service desk operations, SLAs, and ticketing workflows, with Jira experience being a plus
• High school diploma or GED and legal authorization to work in the US required