Customer Success Manager
On-siteNew York City, New York, United States
Job Summary
Own your book of business as a trusted advisor to SMB clients, guiding them through implementation, adoption, and value realization. Lead customer onboarding and training sessions to drive quick "aha moments" and long-term retention, while serving as the primary strategic contact for executive and operational stakeholders across your portfolio. Conduct regular check-ins and quarterly business reviews to define success metrics, analyze usage trends to mitigate churn risk, and proactively communicate platform enhancements to align product value with evolving client needs. Identify and execute upsell and cross-sell opportunities to consistently achieve strong renewal rates and year-over-year portfolio growth. Contribute to refining onboarding workflows, success playbooks, and account management frameworks, while driving CS automation efforts and developing training materials. Gather and synthesize feedback from accounts for Product and Engineering, and participate in testing and validation efforts as new features ship.
Required Qualifications
- 3–5 years in customer-facing roles with B2B SaaS experience
- Proven ability to manage 30–50 accounts while staying organized and prioritizing effectively
- Strong track record with retention and customer satisfaction metrics
- Excellent communication skills
- Self-starter mentality
- Comfortable working in ambiguity and building processes as you go
- Excited to be on a small, scrappy CS team
Desired Qualifications
- Experience at an early-stage startup (Seed to Series B)
- Background in legal tech, healthcare, or highly regulated industries
- Familiarity with the personal injury legal space
- Prior experience in consulting, implementation, or technical account management
- Experience with CS automation tools or building out CS playbooks from scratch
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