You will mentor emerging customer success professionals, manage a diverse portfolio of accounts, and serve as a critical escalation point for complex client challenges.

This role offers the perfect opportunity to develop your leadership skills while maintaining direct client impact in the rapidly evolving legal technology space.

Responsibilities:

• Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities.

• Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue.

• Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+.

• Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships.

• Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts.

• Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices.

• Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement.

What We Are Looking For:

• Emerging Leadership Skills: Natural mentor and coach with the ability to inspire and develop junior team members while maintaining high personal performance standards.

• Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices.

• Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results.

• Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions.

• Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions.

• Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities.

Benefits:

• Competitive Salary & Equity

• 401(k) Program with Employer Matching

• Health, Dental, Vision and Life Insurance

• Short Term and Long Term Disability

• Commuter Benefits

• Autonomous Work Environment

• Office Setup Reimbursement

• Flexible Time Off (FTO) + Holidays

• Quarterly Team Gatherings

• In office Perks

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