Senior / Lead Customer Success Manager

Senior / Lead Customer Success Manager

An outstanding opportunity for a Customer Success Manager – ideally with a legal background or exposure to the legal sector – to join a market-leading, disruptive software company based in Manhattan, New York. This is an exciting time to join a high-growth business, offering excellent training, career development, and the chance to work alongside some of the brightest minds in the industry. You'll be supporting a predominantly legal client base, ensuring a seamless customer experience, driving user adoption, and helping clients get the most out of this cutting-edge AI-driven legal technology.

Location: New York, Manhattan – initially full-time in the office, after 3 months, hybrid can be discussed

Salary: TBD based on experience but would likely be around $115-$135K base + up to $30K Annual bonus

Requirements for Senior / Lead Customer Success Manager:

• Minimum 2+ years' experience in a Customer Success Management, Account Management, or similar client-facing role, ideally within a B2B SaaS organisation (LegalTech experience a plus)
  
• Minimum 1+ year of people management experience, including mentoring, coaching, and performance development
  
• Any background (academic or commercial) relating to legal or law would be incredibly beneficial – if you have legal experience and want to move into CSM then we would also love to hear from you
  
• This company values an excellent academic history so is looking for a 3.5+ GPA bachelor's from an internationally renowned University in a STEM, Law or related discipline
  
• Fantastic academic history through High School & University (please ensure all achievements are listed on your CV)
  
• Excellent customer-facing skills with a natural ability to build rapport, including executive-level engagement
  
• You believe in ensuring an excellent customer experience
  
• A motivated self-starter with a problem-solving attitude; and a continuous desire to quickly turn any customer issue into a positive experience
  
• Strong understanding of customer lifecycle management, including onboarding, adoption, and long-term value realisation
  
• Demonstrated ability to handle escalations and navigate complex customer situations
  
• Ability to work with autonomy and as part of a team
  
• Brilliant communication skills with fluent spoken and written English
  
• Strong organisational and operational mindset, with the ability to drive process adherence and continuous improvement
  

Responsibilities for Senior / Lead Customer Success Manager:

Customer & Account Ownership:

• Manage a portfolio of strategic, high-value enterprise customer accounts, serving as the main point of contact and providing an excellent customer experience
  
• Build strong executive relationships and conduct regular executive check-ins
  
• Execute seamless handovers between pre-sales and post-sales
  
• Help clients get the most out of the software product, overseeing customer engagement, driving adoption, value realisation, and long-term success
  
• Support enterprise rollouts and complex customer environments
  
• Solve client problems and resolve issues/queries quickly
  
• Identify growth opportunities including renewals and expansion
  
• Act as a voice for the customer, providing insights to internal teams to enhance service delivery
  

Team Leadership & Development:

• Lead, coach, and develop a team of Customer Success Managers
  
• Conduct regular 1:1s focused on account strategy, development, and performance
  
• Provide ongoing mentorship to support individual growth and capability building
  
• Contribute to quarterly performance reviews, feedback, and goal setting
  
• Support team members in prioritisation, account planning, and problem-solving
  
• Foster a high-performance, collaborative, and accountable team culture
  

Escalation & Risk Management:

• Act as the primary escalation point for accounts within your team
  
• Guide CSMs on escalation strategy, next steps, and customer communication plans
  
• Proactively identify risks and support mitigation strategies
  

Cross-functional Collaboration:

• Liaise with clients, sales, product, implementation, and technical support teams to improve customer outcomes
  
• Advocate for customer needs internally to influence product and service improvements
  
• Support the onboarding and enablement of new hires within the CS team
  

What this offers:

• Working for an industry-leading software company that has a fantastic track record of successfully hiring and training graduates
  
• Opportunity to progress into a senior leadership role, managing multiple teams across international offices
  
• A competitive remuneration and benefits package
  

Applications:

If you would like to apply for this unique Customer Success Manager opportunity, we would love to hear from you. Please send an up-to-date CV via the relevant link.

We're committed to creating an inclusive and accessible recruitment process. If you require reasonable adjustments for your application or during the review process, please highlight this by emailing (if this email address has been removed by the job-board, full details for contact are available on our website).

Keywords: Customer Success Manager / Client Relationship Manager / Customer Experience Advocate / Client Success Specialist / Customer Satisfaction Director / Account Growth Manager / Client Support Coordinator / Customer Retention Specialist / Account Success Manager / Client Engagement Consultant / Legal / Law / Lawyer / Paralegal / Customer Service Strategist / Technical Consultant / Customer Onboarding / Technical Support / Account Management / Customer Relationship Management

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We are an equal opportunity employer and value diversity at RedTech. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.