Senior Customer Success Manager

Description

Senior Legal Growth EngineCustomer Success Manager

Overview

The Senior Customer Success Manager (CSM), Full Portfolio, is accountable for driving measurable business outcomes for high-value law firm clients across the Internet Brands Legal ecosystem, including FindLaw, Martindale-Avvo, Lead products, Websites, Paid Media, CRM integrations, and related solutions.

This is not a relationship management role. It is a performance consulting role for the AI era.

The LGE Full Portfolio CSM owns a performance-driven solution spanning visibility, reputation, marketing execution, intake optimization, and case conversion. Critically, this person is expected to contribute to the adoption of AI-powered workflows and agent-based automation — not just use AI as a tool, but support how it reshapes the function itself.

The Senior CSM serves as the strategic point of accountability for a defined portfolio of high-investment law firms. They operate as a performance consultant, internal quarterback, executive partner, and AI-forward team builder, ensuring that marketing efforts translate into measurable business results through increasingly automated, intelligent systems.

This role is critical to scaling the Legal Growth Engine model and defining what a differentiated, agent-first approach to legal marketing looks like in practice.

Responsibilities

1. Own Business Outcomes, Not Products

• Manage a portfolio of high-value, multi-product law firm accounts.

• Align each client to defined performance KPIs: leads, cost per lead, signed cases, cost per case, ROI.

• Translate multi-channel activity into measurable business impact.

• Drive renewals, expansion, and portfolio growth through proven performance.

• Deploy AI-driven reporting and alerting to identify performance shifts before clients do.

2. Lead Cross-Portfolio Strategy

• Coordinate visibility (directories, profiles, paid placements), marketing (PPC, lead gen, website), and conversion (intake, CRM integration) into a unified strategy.

• Partner with Paid Media, Product, Marketing, Reporting, and Operations to ensure campaigns are optimized toward case outcomes.

• Ensure CRM integrations are implemented and maintained to enable lead-to-case tracking and closed-loop reporting.

• Identify and implement automation opportunities across onboarding, reporting, escalation, and QBR workflows.

• Escalate and resolve operational blockers that impact performance.

3. Adopt and Contribute to an Agent-First Function

• Champion the design and deployment of AI agents across the CSM workflows, including automated performance monitoring, intake analysis, anomaly detection, and client communication drafting.

• Identify repetitive, high-volume CSM tasks that can be delegated to AI agents, and lead their implementation with support from Product and Engineering.

• Develop and maintain a personal toolkit of AI-assisted workflows (prompt libraries, agent configurations, automation stacks) that accelerate your work and serve as a model for the team.

• Contribute to building a team culture where AI augmentation is expected, iterated on, and shared — not optional.

• Provide feedback on AI tooling, identify gaps, and partner with Product to influence the roadmap for agent-based CSM capabilities.

4. Executive-Level Client Partnership

• Conduct structured monthly performance reviews grounded in data, strategy, and forward-looking AI-driven insights.

• Translate performance dashboards (increasingly AI-generated) into business narrative and recommended actions.

• Manage sophisticated stakeholders including managing partners, marketing directors, and intake leaders.

• Maintain proactive communication around risks, performance shifts, and growth opportunities.

5. Performance & Data Leadership

• Analyze multi-channel reporting across directories, PPC, lead programs, website performance, and CRM data.

• Leverage AI tools to surface trends, attribution gaps, and optimization opportunities at a pace not possible manually.

• Ensure alignment between marketing performance and case conversion data.

• Contribute to the evolution of reporting systems, dashboards, performance benchmarks, and AI-assisted insight generation.

6. Revenue & Margin Accountability

• Identify expansion opportunities across the portfolio.

• Proactively mitigate churn and downsell risk by using predictive signals and automated health scoring where available.

• Understand unit economics, portfolio margin impact, and growth thresholds.

• Partner with Sales during renewal cycles and expansion motions.

7. Scale the Program

• Contribute to best practices, playbooks, onboarding frameworks, and performance standards.

• Document and share AI workflows, prompt strategies, and agent configurations that improve team-wide efficiency.

• Support pilot initiatives tied to AI, CRM integration, advanced attribution models, and agentic automation.

• Provide structured feedback to Product and Leadership on systemic gaps or opportunities.

Requirements

Experience

• 5–8+ years in Customer Success, Account Management, or Performance Marketing roles.

• Experience managing complex, multi-channel marketing programs (PPC, paid media, lead generation, websites).

• Demonstrated ability to translate data into executive-level insights.

• Comfort managing demanding, high-investment clients.

Technical & Analytical

• Strong understanding of marketing KPIs: CPL, CPA, ROAS, conversion rate, attribution.

• Experience with CRM platforms (Clio, Salesforce, Litify, LeadDocket, or similar) and lead-to-case workflows.

• Hands-on experience using AI tools in a professional context, not just awareness, but active, iterative use.

• Familiarity with AI agent frameworks, workflow automation tools, or LLM-based productivity tooling.

• Ability to identify where AI can replace or accelerate a workflow and take practical steps to implement it.

Mindset & Approach

• Agent-first thinker: you ask ‘how can a system do this?’ before ‘how do I do this manually?’

• Highly organized, systems-oriented, and operationally disciplined.

• Executive presence and strong presentation skills.

• Thrives in ambiguity and scaling environments.

• Operates with urgency and accountability in a performance-driven model.

• Builds and shares playbooks, not just personal workflows.

Preferred Qualifications

• Experience building or managing AI-augmented workflows within a CS or marketing operations function.

• Familiarity with legal intake systems and law firm operations.

• Prior experience in a scaled SaaS or performance marketing environment with portfolio-level accountability.

• Track record of reducing manual work through automation or process redesign.

Why This Role Matters

The Legal Growth Engine is building toward a future where performance insights are continuous, client communication is proactive, and CSMs are amplified by intelligent systems — not buried in manual reporting. The Senior CSM who joins now will help define what that function looks like, shape the tools the team uses, and set the standard for what agent-first customer success means in the legal marketing space.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to starting a $75K base + Variable Commission and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.
 
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
 
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
 
Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
 
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra