Senior Customer Success Manager

The role

You will own a book of high-complexity Growth and Enterprise accounts. You will lead executive business reviews, renewal negotiations, and mentor other CSMs.

What you will do

• Own a book weighted toward higher-complexity Growth accounts and select Enterprise accounts
• Lead executive-level business reviews and renewal negotiations
• Build multi-threaded relationships across firm leadership, operations, and case management staff
• Develop and refine playbooks for onboarding, adoption, and renewal
• Mentor Customer Success Managers and Associates
• Act as an escalation point for complex account issues
• Partner with RevOps and Finance on contract terms, pricing, and renewal structuring
• Represent the voice of the customer in product roadmap discussions

Required qualifications

• 4–6+ years in customer success or account management in B2B SaaS
• Track record on complex, multi-stakeholder accounts
• Demonstrated ownership of retention and expansion targets on a $1M+ ARR book
• Comfortable leading commercial negotiations and executive conversations
• Experience mentoring or informally leading other CS team members
• Strong command of CRM and account health data
• Able to build and defend a renewal forecast

Nice to have

• Legal tech, legal services, or personal injury industry experience

About the company

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