Description

In this role, you will lead customer onboarding, establish success plans, and act as the primary contact to ensure customers derive maximum value from our product. You'll manage accounts for long-term retention, conduct business reviews, and drive user adoption while advocating for customer needs internally.

Requirements

• 3-6 years of experience in a SaaS customer success or account management role.
• Experience in legal tech or with legal professionals is a strong plus.
• Proven track record of working with mid-market to enterprise customers.
• Exceptional communication and interpersonal skills.
• Strong understanding of customer success strategies, retention planning, and value-based selling techniques.
• Experience working in a startup environment is preferred but not required.

Responsibilities

• Lead customers through the onboarding process and establish success plans tailored to their goals and requirements.
• Act as the primary contact for customer inquiries, providing timely and effective resolutions.
• Take over customer accounts and manage them to achieve long-term retention and satisfaction.
• Provide product demonstrations, lead training sessions, and guide customers through best practices.
• Develop and present resources such as support articles, best practices, customer documentation, and conduct regular business reviews.
• Create and implement recovery plans and customer success plans to secure renewals and upsells.
• Have an in-depth understanding of customers’ problems and environment to deliver value.
• Serve as a trusted advisor by building relationships, managing escalations, and conducting regular meetings.
• Drive user-level adoption of the platform throughout customer engagements.
• Serve as the voice of the customer internally by advocating for their most significant challenges.