Customer Success Manager, Law Firms
New
J
JobgetherLegal technology
Based in United StatesFull-TimeManager
Salary$130,000–$150,000 OTE
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, Sales, or another commercially focused customer-facing role.
- Required Skills
- NegotiationCustomer SuccessRelationship buildingAccount Management
Requirements
- Have 5+ years of experience in Customer Success, Account Management, Sales, or another commercially focused customer-facing role.
- Demonstrate the ability to turn customer and account insights into qualified and closed expansion revenue.
- Bring a strong commercial mindset and understand customer success as a driver of revenue protection and growth.
- Build credibility and trusted relationships with senior decision-makers, including firm owners and managing partners.
- Use account management, relationship-building, communication, and negotiation skills.
- Identify customer needs and whitespace opportunities and translate them into actionable growth strategies.
- Use customer data, revenue, usage, and sentiment to guide decisions and forecasts.
- Collaborate effectively with Account Executives and cross-functional internal teams.
- Manage commitments and customer outcomes end to end.
- Travel approximately 20–25% for customer visits, industry events, and internal meetings.
- Experience with law firms, legal technology, or usage-based/consumption revenue models is a plus.
Responsibilities
- Own retention and revenue growth across a portfolio of law-firm customers.
- Identify whitespace across offices, attorneys, practice areas, and jurisdictions and convert it into qualified expansion opportunities.
- Build relationships with firm owners, managing partners, and operations leaders.
- Lead strategic business reviews focused on customer outcomes, performance, opportunities, and long-term growth.
- Monitor customer volume, revenue, usage, and sentiment to identify risks and develop mitigation strategies.
- Partner with Account Executives to transition new customers into sustained production and long-term partnerships.
- Maintain an evidence-based expansion pipeline and portfolio forecast.
- Coordinate customer escalations and align customers and internal teams.
- Manage customer commitments and commercial outcomes through execution and follow-up.
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