Mid-Market Customer Success Manager
New
J
JobgetherLegal Technology
United StatesFull-TimeMiddle
Salary$82,500–$110,000 per year with commission opportunity equal to 20% of base salary.
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Job Details
- Experience
- 4+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role
- Required Skills
- SalesforceCustomer SuccessSaaSAccount Management
Requirements
- 4+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, including backgrounds in legal operations, vendor management, legal analysis, or related fields.
- Demonstrated ability to independently manage a high-volume customer portfolio while maintaining strong relationships, engagement, and business outcomes.
- Experience navigating complex stakeholder environments involving Legal Operations, Legal, Finance, IT, and other cross-functional teams.
- Strong consultative communication and relationship-building skills, with the ability to act as a trusted advisor to customers.
- Proven ability to identify customer risks, solve problems proactively, and develop practical strategies to improve retention and satisfaction.
- Familiarity with Salesforce and customer success platforms such as Gainsight, ChurnZero, or comparable tools.
- Experience working with SaaS products or within legal technology is strongly preferred.
- Strong organizational and prioritization skills, with the ability to manage multiple accounts and competing priorities with minimal supervision.
- Bachelor's degree preferred.
Responsibilities
- Own the full post-sale lifecycle for a portfolio of approximately 60 mid-market accounts, serving as the primary relationship owner and trusted advisor.
- Develop strong expertise in the platform and use that knowledge to help customers address their most important legal operations challenges and achieve desired business outcomes.
- Build and maintain strong relationships with customer stakeholders across Legal Operations, Legal, Finance, IT, and other relevant functions.
- Monitor account health proactively, identify customer risks, and develop and execute mitigation plans before issues escalate.
- Conduct regular business reviews to understand customer priorities, demonstrate delivered value, align on goals, and identify opportunities for deeper engagement or expansion.
- Partner closely with the Renewals team to support timely renewals, strengthen customer relationships, and minimize churn.
- Collaborate with Implementation, Support, Product, Marketing, Account Management, and other internal teams to deliver a coordinated customer experience.
- Advocate for customer needs by communicating feedback, product requirements, and recurring challenges to relevant internal stakeholders.
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