Mid-Market Customer Success Manager
New
Remote - USAFull-TimeMiddle
Salary82,500 - 110,000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- SalesforceAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 4+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing role (e.g., legal operations, vendor management, legal analyst, or customer success).
- Proven ability to manage a high-volume account portfolio with minimal oversight
- Experience navigating complex stakeholder environments — Legal Ops, Legal, Finance, and IT
- Familiarity with Salesforce and CS platforms (Gainsight, ChurnZero, or similar)
- Background in SaaS or legal technology is a strong plus
- Comfortable working in a scaling organization where processes are still being built
- Bachelor's degree preferred
Responsibilities
- Own the full post-sale customer lifecycle for a portfolio of ~60 mid-market accounts, serving as their primary point of contact and trusted advisor
- Develop deep expertise in OnitX to guide customers toward outcomes that solve their most pressing legal operations challenges
- Proactively monitor account health, identify at-risk customers, and execute mitigation plans before issues escalate
- Conduct regular business reviews to align on customer goals, demonstrate value, and surface expansion opportunities
- Partner with the Renewals team to support on-time renewals and reduce churn within your portfolio
- Collaborate cross-functionally to advocate for customer needs and share feedback with Product and Implementation teams
- Develop and share best practices across the CS org to continuously improve efficiency and effectiveness
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