Senior Customer Success Manager - Law.com
$90,000–$90,000 year
HybridNew York City, New York, United States or New York, United States
Job Summary
Manage a portfolio of strategic accounts across Law.com, Law.com International, Compass, VerdictSearch, Radar, Scholar, and NewsVault by serving as a trusted advisor to corporate legal departments. Drive product adoption, user engagement, and retention through tailored success plans, onboarding initiatives, and quarterly business reviews. Monitor customer health indicators to mitigate renewal risks while identifying cross-sell opportunities with Account Executives. Act as a voice of the customer to influence product enhancements and editorial strategy. This role requires 5+ years of experience in customer success or account management, proficiency with CS platforms like Gainsight, and a background in legal technology or subscription-based information products.
Required Qualifications
- 5+ years of Customer Success, Account Management, Client Services, or related experience
- Experience with CS Platforms (i.e. ChurnZero, Gainsight, Planhat, etc.)
- Experience working with subscription-based information, research, SaaS, legal technology, or professional services products
- Demonstrated success managing strategic customer relationships and renewal-focused portfolios
- Experience conducting executive-level presentations and business reviews
- Strong analytical and consultative problem-solving skills
- Proven ability to influence customer outcomes without direct authority
Desired Qualifications
- Experience supporting legal, professional services, corporate, or research-focused customers
- Familiarity with legal research, legal news, litigation intelligence, business development intelligence, or competitive intelligence solutions
- Experience with CRM systems, and customer health monitoring tools
- Background working with law firms, legal libraries, knowledge management teams, or legal operations professionals
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