Customer Success Manager

Customer Success ManagerSupio is a trusted AI platform purpose-built for law firms, reshaping how data drives impactful outcomes. Our innovative approach blends technology with deep legal expertise, making us a leader in our field. We go beyond surface-level AI to deeply understand our customers' daily needs, empowering law firms with unparalleled data insights. Supio delivers human-level, accurate analysis of complex data and legal records, quickly and efficiently bringing critical insights when they matter most. Trusted by top litigation lawyers, our platform has supported over $1 billion in settlements. Headquartered in Seattle with an office in San Francisco, we raised $60M Series B in April 2025 led by Sapphire Ventures with Mayfield and Thomson Reuters Ventures, bringing total funding to $91M. We're scaling rapidly and looking for exceptional talent to join us in this next phase of growth. ??We're looking for passionate team members who are motivated by our mission and ready to help us achieve it.Who We're Looking ForWe are seeking a dedicated Customer Success Manager to serve as the primary point of contact for our clients, ensuring they achieve maximum value from our products and services. This role combines relationship management, customer education and enablement, and problem-solving to drive customer satisfaction, retention, and growth. The ideal candidate will embody our core values by obsessing over customer transformation, acting with urgency, learning with passion, and leading with AI.Key ResponsibilitiesCustomer Relationship ManagementDevelop and maintain strong relationships with assigned customer accounts, serving as their trusted advisor and advocate within the organization. Conduct regular check-ins, business reviews, and strategic planning sessions to understand evolving customer needs and objectives. Obsess over customer transformation by deeply understanding their business goals and measuring success through their achievements.Onboarding and ImplementationGuide new customers through the onboarding process, ensuring smooth implementation and adoption of our solutions. Create customized success plans and provide training to help customers realize value quickly and effectively. Act with urgency to accelerate time-to-value and remove any barriers to customer success.Account Growth, Retention, and Expansion StrategyMonitor customer health metrics and usage patterns to identify at-risk accounts and expansion opportunities. Proactively address concerns, resolve issues, and work cross-functionally to prevent churn while identifying upsell and cross-sell opportunities. Develop and execute strategic retention and expansion plans for assigned accounts, collaborating with sales teams to identify opportunities for account growth through additional product adoption, upgraded service tiers, or expanded usage. Present business cases for renewals and expansions while maintaining focus on customer value realization and long-term partnership development.Product Expertise and AI-Driven SolutionsMaintain deep knowledge of our products and industry best practices to provide strategic guidance and recommendations. Help customers optimize their use of our platform and achieve their business objectives. Lead with AI by leveraging artificial intelligence tools and insights to enhance customer experiences, predict customer needs, and deliver personalized recommendations.Continuous Learning and Data AnalysisTrack and analyze customer success metrics, prepare regular reports on account status, and provide insights to inform product development and business strategy decisions. Learn with passion by staying current with industry trends, customer success methodologies, and emerging technologies to continuously improve customer outcomes.Skills and CompetenciesExceptional interpersonal and relationship-building skills with a passion for customer transformationStrategic thinking with attention to detail and ability to act with urgencyAbility to manage multiple accounts and priorities simultaneously while maintaining qualityCollaborative mindset with strong cross-functional communicationResults-oriented with a customer-first approach and commitment to continuous learningAdaptability and resilience in a fast-paced, AI-driven environmentComfort with leveraging AI tools and data-driven insights to enhance customer successRequired QualificationsBachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience3-5+ years of experience in customer success, account management, or client-facing rolesExcellent communication and presentation skills, both written and verbalStrong analytical and problem-solving abilitiesExperience with CRM platforms and customer success toolsProven track record of meeting retention and growth targetsPreferred QualificationsExperience in SaaS or technology industryExperience in growth-stage start-upsProject management certification or experiencePrevious consultative selling or solution selling experienceFamiliarity with data analysis tools and customer health scoring methodologiesCompensationThe base salary range for this position is $120,000 - $150,000 plus commission. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, and experience.Compensation & BenefitsCompetitive Salary + Meaningful Equity401(k)Health, Dental, Vision, and Life InsuranceFlexible Time Off + HolidaysHigh-autonomy work environment, every Tuesday is a Remote Work DayDoorDash subsidies for breakfast and dinner; Daily lunch optionsBoba WednesdaysMonthly commuter subsidies and pre-tax parking contributionTeam gatherings and offsites