Senior Customer Success Manager (Law Firms)

Role Overview

This is a remote role within a global team that utilizes cutting-edge technology to stay connected with colleagues worldwide. As a Senior Customer Success Manager, you will be responsible for owning the value and adoption strategy across a portfolio of customers, primarily high-profile law firms.

What You Will Do

You will deliver measurable NRR lift via outcome roadmaps, align joint impact plans with broader account plans, and lead business value reviews with clear ROI and next value milestones.

Why It Might Be a Fit

You will partner with Channel to ensure partner-delivered work aligns to adoption metrics and success criteria, create advocates, and drive onboarding to time-to-first-value (TTFV) and sequencing time-to-next-value (TTNV).

Requirements

• 7-10+ years in SaaS Customer Success/Account Management/Consulting with measurable adoption and retention impact
• Experience working in a law firm, corporate legal teams or with law firms
• The proven ability to build impact plans, improve time-to-first/next value, and present clear value realization updates
• Strong stakeholder communication across business and technical audiences with a data-driven approach to telemetry and health
• Experience running adoption programs at portfolio scale and coordinating with Product, Support, Engineering, Training, and Channel

Benefits

• Market competitive salary
• Annual performance-based bonus
• Comprehensive Health/Vision/Dental/Life Insurance
• 401k Retirement Savings Plan with a company match up to 4%
• Enhanced leave for expecting parents
• Flexible time off policy
• Multiple company wellness days
• Access to RethinkCare, a global behavioral health platform