Customer Success Manager, Mid-Market
New
J
JobgetherLegal technology
Fully remote position within the United States.Full-TimeManager
SalaryAnnual Base Salary: $82,500–$100,000, depending on qualifications, experience, and skills. Commission: 20% of base salary, offering additional earning potential based on the applicable compensation structure.
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Job Details
- Experience
- Minimum of 4 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role.
- Required Skills
- SalesforceCustomer SuccessAccount Management
Requirements
- Have at least 4 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role.
- Be able to independently manage a high-volume portfolio while maintaining customer relationships and delivering measurable results.
- Have experience driving customer satisfaction, product adoption, retention, and account growth.
- Be able to navigate complex stakeholder environments across Legal Operations, Legal, Finance, and IT.
- Understand customer lifecycle management, account health monitoring, renewal processes, and churn prevention.
- Have strong relationship-building, communication, presentation, and interpersonal skills.
- Have analytical and problem-solving abilities to identify customer risks, assess business needs, and recommend solutions.
- Be familiar with Salesforce and customer success platforms such as Gainsight, ChurnZero, or similar tools.
- Be comfortable working in a fast-growing organization with evolving processes and workflows.
- Have strong organizational and time-management skills and be able to prioritize competing responsibilities and work independently.
- A bachelor's degree is preferred.
- Experience in SaaS or legal technology is an advantage.
Responsibilities
- Own the end-to-end post-sale customer lifecycle for approximately 60 mid-market accounts.
- Build customer relationships and understand clients' business objectives, operational challenges, and strategic priorities.
- Develop expertise in the Unity platform to guide customers toward effective solutions and maximize value.
- Monitor account health, identify churn risks, and implement mitigation strategies.
- Conduct regular business reviews to assess progress, demonstrate platform value, and identify account growth opportunities.
- Partner with the Renewals team to support timely contract renewals and improve retention.
- Collaborate with Implementation, Support, Product, Marketing, and Account Management teams to provide a consistent customer experience.
- Share customer feedback and recurring challenges internally to help improve product capabilities and implementation processes.
- Develop, document, and share customer success best practices.
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