Customer Success Manager – LegalFiles
New
J
JobgetherLegal technology
Remote position based in the United States.Full-TimeManager
SalaryBase salary determined by skills, education, experience, and work location. Eligibility for an annual discretionary bonus.
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Job Details
- Experience
- At least five years of experience in Customer Success or another customer-facing role, such as legal operations, vendor management, legal analysis, or enterprise client services.
- Required Skills
- RESTful APIsCustomer SuccessSaaS
Requirements
- At least five years of experience in Customer Success or another customer-facing role, such as legal operations, vendor management, legal analysis, or enterprise client services.
- Demonstrated success supporting enterprise customers in a SaaS environment.
- B2B legal technology or enterprise software experience is preferred.
- Familiarity with legal operations processes, including electronic billing platforms, matter management, legal billing, and outside counsel guidelines, is preferred.
- Awareness of legal billing audit practices and standards such as LEDES and UTBMS.
- Experience mapping business processes, identifying inefficiencies, and recommending automation and operational improvements.
- Comfort discussing APIs, cloud platforms, custom integrations, and technical workflows with stakeholders.
- Ability to manage multiple complex customer engagements while maintaining accurate documentation and consistent follow-through.
- Familiarity with enterprise risk management or governance, risk, and compliance (GRC) software platforms is preferred.
Responsibilities
- Build and maintain relationships with LegalFiles customers as the primary contact for strategic accounts.
- Understand customer objectives and develop strategies to improve satisfaction, product adoption, retention, and long-term value.
- Translate legal operations challenges, including billing issues and matter management gaps, into recommendations and technical solutions.
- Guide customers through onboarding, configuration recommendations, and platform best practices.
- Coordinate support escalations with Product, Engineering, and Support, including resolution, root cause analysis, and follow-up.
- Share customer feedback, recurring challenges, and enhancement requests with internal stakeholders.
- Conduct quarterly business reviews, usage assessments, advisory sessions, and roadmap discussions.
- Collaborate with stakeholders to evaluate integrations, APIs, cloud capabilities, and workflow automation opportunities.
- Document customer workflows, integrations, technical requirements, and account-specific considerations.
- Monitor customer progress, risks, and opportunities through regular account engagement.
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