Strategic Account Client Success Manager
New
Based in the United StatesFull-TimeSenior
Salary115,000 - 125,000 USD per year OTE
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Job Details
- Experience
- 5+ years
- Required Skills
- Account ManagementStakeholder managementData analyticsChange ManagementSaaS
Requirements
- 5+ years of experience in client success, account management, or similar B2B client-facing roles, preferably in SaaS or enterprise environments.
- Strong understanding of legal accounting workflows, including trust accounting, billing processes, and law firm financial operations.
- Proven experience managing strategic or enterprise accounts with a strong track record of retention and growth success.
- Ability to communicate effectively with senior executives and operational users, adapting messaging to different stakeholder levels.
- Strong analytical skills with the ability to interpret adoption, usage, and health metrics to guide decision-making.
- Excellent written and verbal communication skills, with the ability to manage both positive and challenging client conversations.
- Experience in LegalTech or professional services is an advantage but not required.
Responsibilities
- Own and manage end-to-end relationships across a portfolio of strategic enterprise clients, from onboarding through renewal and long-term account growth.
- Act as a trusted advisor to law firm stakeholders, engaging with partners, finance teams, and operational users to align software value with business goals.
- Lead structured business reviews that translate platform usage into measurable outcomes tied to client objectives and operational performance.
- Drive adoption and change management initiatives tailored to diverse user groups, ensuring successful integration of workflows across client organizations.
- Coordinate with internal teams including implementation, training, product, and support to ensure seamless client experiences and issue resolution.
- Identify expansion opportunities and support renewal conversations by demonstrating tangible product value and long-term ROI.
- Monitor account health, proactively manage risks, and develop recovery plans to prevent churn and strengthen retention outcomes.
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