Customer Success Manager (LegalTech)

TL;DR

Customer Success Manager (LegalTech): Driving customer retention and renewals for a portfolio of accounts with an accent on usage analysis and relationship management. Focus on reducing churn risk, improving adoption, and ensuring long-term value realization from legal technology solutions.

Location: Hybrid in Toronto

Salary: $75,000 - $85,000 CAD

Company

Global leader in legal technology providing integrated solutions for practice management, data insights, and client onboarding.

What you will do

• Manage a portfolio of existing customers focusing on retention, renewals, and long-term account health.
• Own renewal activity, including pipeline management, forecasting, and execution against targets.
• Monitor customer usage and engagement signals to identify risks and opportunities proactively.
• Build trusted relationships with customer stakeholders as a consistent point of contact.
• Partner cross-functionally with Sales, Support, and Product teams to improve customer outcomes.
• Maintain accurate account records and risk indicators within Salesforce.

Requirements

• Experience in Customer Success, Account Management, or Renewals.
• Proven experience managing renewal motions and renewal forecasting.
• Strong ability to assess customer health through usage data and business context.
• Ability to independently prioritize outreach and drive follow-through.
• Location: Must be based in Toronto for a hybrid work arrangement.

Nice to have

• Experience in SaaS, legal technology, or financial technology environments.

Culture & Benefits

• Healthcare, pension, wellness programs, and company discounts.
• Access to internal and external training opportunities.
• Paid days off for volunteering or moving house.
• Supportive environment focused on solving customer challenges and breaking boundaries.

Hiring process

• Initial application review followed by a call with the Talent team.
• Technical interview.
• Final hiring decision.