Customer Success Manager

The role

You will own a book of Growth-tier accounts as the primary point of contact from onboarding through renewal. You will build account plans to drive adoption of records retrieval and chronology tools.

What you will do

• Own a named book of Growth-tier accounts
• Build and execute account plans to drive tool adoption
• Run regular check-ins and business reviews with firm leadership and staff
• Monitor account health and lead save efforts on at-risk renewals
• Identify and execute expansion opportunities
• Partner with Support and Tech Ops to resolve escalations
• Maintain accurate pipeline, health scores, and renewal forecasts in HubSpot
• Contribute customer feedback to Product and Marketing

Required qualifications

• 2–4 years in a customer success or account management role
• Track record of owning renewal and expansion targets
• Comfortable running business reviews and having commercial conversations
• Organized and self-directed
• Experience with a CRM
• Comfort working from ARR/health data

Nice to have

• B2B SaaS experience
• HubSpot experience
• Legal, legal tech, or personal injury industry experience

About the company

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