Senior Customer Success Manager
Job Summary
Owning the value and adoption strategy for a portfolio of high-profile law firms, the full-time Senior Customer Success Manager will drive measurable NRR lift through outcome roadmaps, manage stakeholder relationships, and collaborate with cross-functional teams in a remote environment.
Key responsibilities
- Deliver measurable NRR lift via outcome roadmaps and align Joint Impact Plans with broader account strategies
- Lead Business Value Reviews and establish a champion network to ensure renewal readiness and identify expansion opportunities
- Drive onboarding processes to improve time-to-first-value and coordinate with various teams to enhance customer adoption programs
Required qualifications
- 7-10+ years of experience in SaaS Customer Success, Account Management, or Consulting with a focus on adoption and retention
- Experience working in law firms or with corporate legal teams
- Proven ability to build impact plans and present clear value realization updates
- Strong stakeholder communication skills with a data-driven approach to customer health
- Experience running adoption programs at portfolio scale and collaborating with Product, Support, Engineering, and Training teams
Complete Job Description
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