Senior Client Success Manager

Minimum 3 years of experience in a customer success role, preferably in a SaaS or technology-enabled services company. Engaging, friendly, and professional consultative approach for building relationships and uncovering client needs. Proven experience in building and maintaining strong client relationships, driving user engagement and product adoption. Excellent skills in verbal and written communications, strategic planning, and project management. Analytical, process-oriented, and data-driven mindset. Active team player, self-starter, and multitasker adaptable to a deadline-driven environment. Ability to create and deliver engaging content (e.g., demos, trainings) leading to measurable client success. Experience managing and influencing senior stakeholders. Strong collaborative mindset to work with sales, product, marketing, and engineering teams. Background in legal tech (highly desirable). Experience in working on a canvas-based application or visual collaboration tool (bonus). Strong understanding of legal processes and terminology (bonus). Experience of working with AI technologies such as NLP or Open AI (bonus).

Manage a portfolio of high-value clients, driving growth and maximizing client value. Own client relationships, including onboarding, implementation, training, adoption, retention, and satisfaction. Act as a trusted and strategic advisor to clients. Manage senior-level stakeholders, leading QBRs and renewals. Handle escalated client issues, working with cross-functional teams. Collaborate to implement best practices and scale client engagements. Develop deep understanding of client goals, workflows, and pain points. Serve as day-to-day contact, building trust and identifying opportunities. Proactively identify opportunities to enhance client satisfaction and drive product adoption. Analyze client data to uncover insights and recommend strategic initiatives. Work with sales team to deliver successful outcomes from trial to full service. Partner with product team to incorporate client feedback into the roadmap. Work with sales and marketing to boost customer referrals and develop case studies. Maintain and analyze customer-success metrics and data.