Enterprise Customer Success Manager (LegalTech)

TL;DR

Enterprise Customer Success Manager (SaaS/AI): Overseeing a portfolio of large law firm accounts to deliver measurable outcomes and strategic partnerships with an accent on executive relationship management and revenue growth. Focus on driving platform adoption, managing renewals, and identifying upsell opportunities.

Location: Remote (US). Ability to travel within the U.S. up to 40-50% required.

Salary: $150k - $180k OTE

Company

AI-powered vertical SaaS company dedicated to closing the justice gap by empowering personal injury lawyers and victims.

What you will do

• Manage a portfolio of 25-30 large law firm accounts, acting as a trusted advisor and primary point of contact.
• Conduct executive-level business reviews and adoption analyses to ensure maximum platform utility.
• Define success metrics and execute tailored account plans aligned with customers' long-term objectives.
• Own the renewal process and develop mitigation strategies to ensure high customer retention.
• Identify and support strategic upsell and cross-sell opportunities to deepen customer value.
• Collaborate with Product and Sales teams to relay enterprise feedback and prioritize high-impact features.

Requirements

• Bachelor’s degree (MBA or JD is a strong plus).
• 5+ years of experience in Customer Success or Account Management focusing on enterprise customers.
• Experience working in a fast-paced, high-growth startup environment.
• Strong negotiation, problem-solving, and presentation skills for executive audiences.
• Familiarity with SaaS recurring revenue models and CRM/CSP systems.
• Must be able to travel within the U.S. up to 40-50%.

Nice to have

• Experience in Legal Tech or working directly with large law firms.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance plans for employees and families.
• Flexible paid time off, sick leave, and paid parental leave.
• Retirement savings plans: 401(k) for US employees and RRSP for Canadian employees.
• Home office stipend and a local in-person meet-up program.
• Collaborative environment backed by top-tier VCs.