Customer Success Manager, Law Firms

United StatesRemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

5+ years of experience in Customer Success, Account Management, Sales, or another commercially focused customer-facing role.

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Customer Success ManagerCustomer

As a Customer Success Manager, you’ll own retention and revenue growth across a portfolio of law-firm customers.
You’ll build trusted relationships with firm owners, managing partners, and operations leaders, becoming a strategic advisor rather than a traditional support contact.
The role focuses on identifying expansion opportunities across offices, attorneys, practice areas, and jurisdictions to increase customer value and revenue.
You’ll use customer data, usage trends, revenue, and sentiment to identify risks early and develop actionable growth strategies.
Working closely with Account Executives, you’ll help new customers transition into sustained, high-value partnerships.
You’ll maintain a clear expansion pipeline and portfolio forecast while coordinating internal teams and customer escalations.
This is a commercially accountable, customer-facing role in a fast-growing legal technology environment, with approximately 20–25% travel.

Own retention and revenue growth across a portfolio of law-firm customers, protecting existing revenue while increasing share of wallet.
Identify whitespace opportunities across offices, attorneys, practice areas, and jurisdictions and convert them into qualified expansion opportunities.
Build multi-threaded relationships with firm owners, managing partners, and operations leaders to establish strong executive-level partnerships.
Lead strategic business reviews focused on customer outcomes, performance, opportunities, and long-term growth.
Monitor customer volume, revenue, usage, and sentiment to identify risks early and proactively develop mitigation strategies.
Partner closely with Account Executives to transition new customers into sustained production and long-term partnerships.
Maintain an evidence-based expansion pipeline and portfolio forecast, ensuring opportunities and risks are accurately tracked.
Coordinate customer escalations and work cross-functionally to keep customers and internal teams aligned.
Take ownership of customer commitments and commercial outcomes from identification through execution and follow-up.

Requirements

~1 min read

5+ years of experience in Customer Success, Account Management, Sales, or another commercially focused customer-facing role.
Demonstrated ability to turn customer and account insights into qualified and closed expansion revenue, beyond simply maintaining retention.
Strong commercial mindset with an understanding of customer success as a driver of both revenue protection and growth.
Proven ability to build credibility and trusted relationships with senior decision-makers, including firm owners and managing partners.
Strong account management, relationship-building, communication, and negotiation skills.
Ability to identify customer needs, uncover whitespace opportunities, and translate them into actionable growth strategies.
Strong analytical and forecasting skills, with the ability to use customer data, revenue, usage, and sentiment to guide decisions.
Ability to collaborate effectively with Account Executives and cross-functional internal teams.
Strong ownership mindset, with the ability to manage commitments and customer outcomes end to end.
Comfortable traveling approximately 20–25% for customer visits, industry events, and internal meetings.
Experience working with law firms, legal technology, or usage-based/consumption revenue models is a plus.