Role overview
The Customer Success Manager (Remote-USA) helps large law firms get measurable value from legal technology through successful implementation, sustained adoption, and long-term client relationships. The role combines ownership of a client portfolio with renewal and growth work, cross-functional project coordination, and training for senior legal professionals using complex software, AI, and Large Language Models (LLMs).
Client Relationships, Adoption, and Growth
- Guide new clients through implementation and onboarding, adapting the approach to their individual needs.
- Act as the main contact for a portfolio of clients and develop durable working relationships.
- Track client satisfaction, identify upsell opportunities, and support renewals by demonstrating return on investment.
- Coordinate projects across functions and manage stakeholder expectations to keep delivery and client outcomes on track.
- Lead engaging training sessions and business reviews with senior professionals.
- Address concerns proactively and resolve client issues efficiently and professionally.
- Collect client feedback and share insights that inform product development and ongoing improvements.
Experience and Working Approach
- Bring at least five years of customer success, client-facing, or account management experience.
- Communicate and present professionally, with the confidence to engage senior legal professionals.
- Navigate and explain complex software comfortably, with curiosity about emerging technologies, including AI and LLMs.
- Work proactively and independently in a startup or scale-up environment, helping establish processes rather than relying entirely on an existing playbook.
- Manage tasks, timelines, and client requests with close attention to detail.
- Keep multiple client relationships and a book of business organized while responding promptly and thoughtfully.
- Collaborate effectively across an international team, with flexibility for regular meetings and real-time work across time zones, including Europe.
Preferred Background
- Experience in a SaaS or legal technology environment is ideal.
- A Juris Doctor (J.D.) or prior legal practice experience is highly preferred for its relevance to legal workflows and client needs.
Remote Work and Compensation
This is a full-time, remote position in the United States within a global organization. Candidates must be legally authorized to work in the United States. The work provides exposure to LegalTech and AI technologies.
The expected compensation range is $125,000–$175,000 OTE. Compensation depends on role level, location, skills, experience, and pay for employees in similar positions. OTE is not a stated guaranteed base salary; the posting does not specify a separate base amount or pay period. Eligible employees may also receive incentives and benefits, including equity, as part of the total package.
Applicants from all backgrounds are welcome. Employment decisions are made without discrimination based on protected characteristics. Candidates who do not meet every qualification are encouraged to apply and explain their fit.