Senior Customer Success Manager, Legal Software
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Job Description
Senior Customer Success Manager supporting customers across Corporate Legal Software products. Focused on enterprise customers, driving adoption, value realization, and expansion in partnership with Sales and Professional Services.
Responsibilities:
- Support customers across the Corporate Legal Software suite of products
- Engage with executives at our largest customers
- Deliver measurable customer outcomes through structured Customer Success Plans (CSPs)
- Conduct executive business reviews (EBRs) and proactive customer check-ins
- Focus on adoption, value realization, and expansion in partnership with Sales and Professional Services
- Monitor customer health, usage data, and growth opportunities
- Build and present business plans
- Establish and maintain long-term customer relationships
- Effectively partner with internal and external partners
- Leverage technology tools for managing client information, pipeline, and financial forecasts
Requirements:
- 5+ years of experience working or managing Customer Success portfolios (SaaS preferred)
- Experience with Business, Law, Computer Science, Consulting, Engineering or a related discipline is a plus
- JD or legal experience preferred
- Demonstrated passion through delivering outcomes on a high-performing team
- Proven track record driving retention, adoption, and expansion with enterprise or strategic accounts
- Hands-on experience with Gong, Salesforce (or similar CS/CRM platforms)
- Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred
- Strong understanding of legal department operations
- Excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins
- Strong business acumen and problem-solving skills
Benefits:
- Flex My Way - supportive workplace policies
- Flexible work arrangements
- Comprehensive benefit plans including health, dental, vision, and life insurance
- Flexible vacation
- Two company-wide Mental Health Days off
- Access to the Headspace app
- Retirement savings
- Tuition reimbursement
- Employee incentive programs
- Resources for mental, physical, and financial wellbeing
- Paid volunteer days off annually
- Opportunities for pro-bono consulting projects and ESG initiatives
- Optional hospital, accident and sickness insurance paid 100% by the employee
- Optional life and AD&D insurance paid 100% by the employee
- Flexible Spending and Health Savings Accounts
- Fitness reimbursement
- Access to Employee Assistance Program
- Group Legal Identity Theft Protection benefit paid 100% by employee
- Access to 529 Plan
- Commuter benefits
- Adoption & Surrogacy Assistance
- Access to Employee Stock Purchase Plan
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