Manager, Customer Success (Legaltech)

TL;DR

Manager, Customer Success (Legaltech): Leading a team of Customer Success Managers to drive adoption, retention, and value realization for SMB and Mid-Market legal clients with an accent on people leadership and account health. Focus on coaching CSMs, managing escalations, and ensuring consistent execution of success planning and renewal readiness.

Location: Remote (USA)

Salary: $118,000 - $160,000 per year

Company

AI-driven platform redefining legal operations through automated enterprise legal management and intelligent workflows.

What you will do

• Manage, coach, and develop a team of Customer Success Managers responsible for post-sales relationships.
• Drive adoption and utilization of products and services across the target customer base.
• Ensure consistent execution of onboarding, success planning, QBRs, and renewal readiness.
• Serve as an escalation point for customer risks, challenges, and complex engagements.
• Support identification of expansion opportunities, including upsell and cross-sell motions.
• Partner cross-functionally with Sales, Product, Support, and Professional Services to improve outcomes.

Requirements

• 5-7+ years of experience in Customer Success, Account Management, or related SaaS roles.
• 2+ years of experience managing CSMs or similar teams.
• Experience managing Mid-Market SaaS portfolios with retention and renewal accountability.
• Must be based in the USA.
• Strong understanding of adoption, utilization, and customer health metrics.

Nice to have

• Experience in the legal industry or legal-technology space.
• Experience working with offshore or distributed teams.

Culture & Benefits

• Comprehensive health coverage (medical, dental, vision) with HSA options.
• 401(k) with employer match (100% on first 3%, 50% on next 2%).
• Flexible paid time off, 7 sick days, and 9 paid company holidays.
• Exceptional paid leave for parents and caregivers, including surrogacy and adoption reimbursement.
• 100% employer-paid life and disability insurance.
• Tax-advantaged accounts (Healthcare FSA, HSA, dependent care FSA).