Customer Success Manager - Legal Solutions

TL;DR

Customer Success Manager - Legal Solutions (B2B SaaS): Own retention and adoption for a portfolio of 70–85 accounts across 5+ legal products, with an emphasis on renewal outcomes and net revenue retention. Focus on driving proactive client engagement, analyzing usage/adoption metrics to reduce risk, and leading onboarding/training while coordinating with Support, Product, and Implementation to resolve issues.

Location: Remote (Mexico) — candidates must reside in Mexico

Company

Mitratech builds products that simplify operations for Legal, Risk, Compliance, and HR teams.

What you will do

• Manage a portfolio of 70–85 accounts across 5+ products, focusing on retention, adoption, and net revenue retention.
• Run proactive client touchpoints (usage reviews, optimization check-ins) to surface risk early and reinforce value.
• Own the full renewal cycle, including forecasting, negotiating multi-year terms and annual price increases, and closing on time.
• Track usage and adoption metrics, translate trends into outreach and recommendations, and document client goals and success metrics.
• Identify expansion signals and collaborate with sales/account management to pursue opportunities.
• Deliver product training/webinars, coordinate with Support/Product/Implementation to resolve issues, and contribute to knowledge base content.

Requirements

• English: fluent (written and spoken)
• Location/eligibility: must be based in Mexico and eligible to work in the country of residence
• 2–4 years of experience in Customer Success, account management, or client-facing retention in B2B SaaS
• Proven ability to manage large, multi-product account portfolios with strong retention outcomes
• Comfort with renewal conversations, including pricing negotiations and multi-year commitments
• Ability to learn software quickly and communicate value to non-technical users; experience analyzing usage/adoption data

Culture & Benefits

• Retention-based commission tied to portfolio health and renewal outcomes.
• Product training and onboarding provided; deep technical expertise not required.
• Work with a globally dispersed, close-knit team across Support, Product, and Implementation.
• Equal-opportunity employer with a focus on diversity and inclusion.