Customer Success Manager

Job Description

Job Description

Description

About Centerbase

At Centerbase, we empower mid-size law firms to run their practices more efficiently, profitably, and client-centrically. Our cloud-based legal practice management platform streamlines the entire client lifecycle from intake to billing to business intelligence, helping attorneys deliver exceptional service while achieving their growth goals.

We’re more than just a software provider—we’re a partner in transformation. With a focus on automation, flexibility, and continuous innovation, we give firms the tools to modernize operations, improve collaboration, and adapt to the evolving expectations of today’s clients and legal professionals. At Centerbase, we come to work every day committed to making legal work easier, smarter, and more impactful for the firms and communities we serve.

Everything we do is guided by four core values:

• Customer Centric
• Stronger Together
• Be the Difference
• Relentless Improvement

These values shape who we are: a dedicated, inventive, and passionate team committed to empowering law firms to achieve lasting growth and success.

About this Role

As a Customer Success Manager (CSM) at Centerbase, you will serve as the trusted advisor and primary point of contact for a portfolio of customers. The CSM is responsible for the post-sales relationship with the goal of creating Customers for Life. 

Your success will be measured by customer health, retention rates, product adoption, customer advocacy (including referrals), and revenue growth (upsells/cross-sells). This role requires exceptional communication and relationship-building skills, cross-functional collaboration, and continuous learning.

In this role, you will develop a thorough understanding of Centerbase’s technology and partner offerings to effectively communicate the value of the product and features to customers, helping them achieve meaningful business outcomes

 

As a CSM at Centerbase, you will actively contribute to the improvement of our internal tools and processes, providing constructive feedback and mentoring colleagues to enhance departmental efficiency. Additionally, you will build cross-functional relationships to navigate the company, escalate customer concerns appropriately, and 

Key Responsibilities

• Become a Centerbase product expert and leverage your knowledge to identify opportunities that drive product adoption,customer value and business growth
• Build and nurture strong relationships with a portfolio of assigned customers through proactive, clear, and professional communication
• Develop a deep understanding of your customers' business needs and collaborate with them to set clear objectives and achieve their desired outcomes
• Deliver Business Reviews sharing Centerbase’s added value and growth opportunities
• Act as a customer advocate within Centerbase, collaborating effectively with internal teams to ensure customer needs are met and issues are resolved efficiently
• Own and manage customer escalations to resolution, while proactively identifying and addressing potential issues before they escalate
• Drive customer retention through proactive engagement and creating an excellent customer experience
• Own renewals and identify upsell/ cross-sell opportunities 

Skills, Knowledge and Expertise

• 1-2 years of experience as a Customer/Client Success Manager within an enterprise SaaS business
• Proficiency with Salesforce and other similar software products
• Ability to navigate a growing, fast-paced company and autonomously manage your book of business
• Strong attention to detail when communicating and following up on customer inquiries
• Proven track record of consistently attaining or exceeding renewal and expansion quota

 

Benefits

• Flexible PTO
• 2 Company-Wide Mental Health Days
• Parental Leave Programs
• 401(k) with Company Match
• Broad Equity Participation