About the job
About The Role As a Customer Success Manager, you will play a pivotal role in managing and growing relationships with strategic clients. You will act as a trusted advisor to corporate law departments, guiding them through best practices in RFP and Alternative Fee Arrangement (AFA) strategies while ensuring they derive maximum value from the platform. Your expertise will empower clients to fully leverage the offerings through strategic consultation, training, and technical support. You will build and manage client relationships, collaborate cross-functionally to implement new initiatives, and enhance client success with impactful training materials and onboarding experiences. If you are a proactive problem-solver with a knack for strategic account management and a passion for client success, this role is for you! What You’ll Be Doing - Managing a small book of business with the most strategic clients - Leading client training and providing strategic consultation to corporate law department leaders around best practice RFP and AFA strategies - Ensuring users are fully utilizing the platform to drive customer value - Providing technical support to clients and partner law firms - Creating, updating and maintaining online training materials - Assisting with new client onboarding to set up new users for success - Collaborating across teams, providing strategic direction and input - Implementing new strategic initiatives to drive clients’ success Who You Are - Bachelor's degree required - 7+ years of professional experience, with 4+ years of Enterprise SaaS Customer Success experience - Demonstrated success managing top strategic accounts within Fortune 100 accounts - Strong understanding of the client lifecycle, with the ability to navigate complex organizations and interact with both Executives and end users - Knowledge of legal pricing, law firm RFP process, and/or corporate legal departments is a bonus - Strong writing and public speaking skills, with the ability to communicate complex messages in simple ways - A track record of striving for excellence and achieving overperformance - Comfortable in a fast-paced, high-energy environment - Ability to travel up to 30% for client meetings, conferences and events, and internal meetings Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Training & Development - Wellness Resources **Note:** This role will be fully remote, with a strong preference for candidates based in either the Central or Mountain time zone for client coverage.
