Senior Customer Success Manager

Customer Success ManagerOwn a book weighted toward higher-complexity Growth accounts and select Enterprise accountsLead executive-level business reviews and renewal negotiations for accounts with significant ARR and multi-stakeholder buying committeesBuild multi-threaded relationships across firm leadership, operations, and case management staffDevelop and refine playbooks for onboarding, adoption, and renewal that other CSMs adopt across the teamMentor Customer Success Managers and Associates; act as an escalation point for complex account issuesPartner closely with RevOps and Finance on contract terms, pricing, and renewal structuring for complex accountsRepresent the voice of the customer in product roadmap discussions4–6+ years in customer success or account management in B2B SaaS, with a track record on complex, multi-stakeholder accountsDemonstrated ownership of retention and expansion targets on a $1M+ ARR bookComfortable leading commercial negotiations and executive conversationsExperience mentoring or informally leading other CS team membersStrong command of CRM and account health data; able to build and defend a renewal forecastLegal tech, legal services, or personal injury industry experience strongly preferredBest-in-team retention and expansion performance across a complex bookPlaybooks and best practices you've built are adopted team-wideCSMs and Associates you mentor show measurable improvement in their own book performanceTrusted by leadership to run point on the highest-stakes renewal conversations in your book