Customer Success Manager
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Job Description
Customer Success Manager driving adoption, retention, and expansion for Elite’s law-firm operations automation platform. Delivering customer training and managing complex SaaS accounts.
Responsibilities:
- Proactively engage customers to drive product adoption and value realization
- Develop and maintain long-term customer relationships to drive satisfaction, renewals, and expansion
- Address customer needs and concerns, maintain retention, and identify at-risk accounts for early intervention
- Deliver customized training programs, webinars, and "power hour" sessions
- Regularly check in with customers, provide updates, gather feedback, and offer solutions
- Collaborate with Sales, Services, and Support teams to share customer insights, optimize service delivery, and drive growth opportunities
- Perform other duties as assigned to support departmental and company objectives
Requirements:
- Bachelor's Degree or equivalent education and experience
- 3–5 years of experience in customer success, account management, or a related field
- 2+ years of experience with legal technology (legal tech) or finance technology (fintech)
- Experience in customer success, account management, or a related field in SaaS, enterprise technology, or B2B sectors
- Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders
- Experience delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops
- Understanding of customer success metrics and ability to leverage data to inform strategy and achieve retention, expansion, and upsell outcomes
- Expertise in risk management and proactive churn mitigation
- Experience collaborating with Sales, Product, and Engineering teams
- Experience influencing C-suite executives and key decision-makers
- Deep proficiency in customer success software such as Salesforce and Gainsight, and other analytics tools
- Ability to travel up to 10–25% as business needs require
- Sedentary: primarily desk/computer work
- Must be legally authorized to work in the United States
- Elite does not provide employment sponsorship for this position
Benefits:
- Competitive Compensation Package ($112,500-$125,000 base salary + variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program
- Flexible work model
- Flexible remote approach
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