Senior Customer Success Manager

About this role

What You'll Do

• Own a book weighted toward higher-complexity Growth accounts and select Enterprise accounts

• Lead executive-level business reviews and renewal negotiations for accounts with significant ARR and multi-stakeholder buying committees

• Build multi-threaded relationships across firm leadership, operations, and case management staff

• Develop and refine playbooks for onboarding, adoption, and renewal that other CSMs adopt across the team

• Mentor Customer Success Managers and Associates; act as an escalation point for complex account issues

• Partner closely with RevOps and Finance on contract terms, pricing, and renewal structuring for complex accounts

• Represent the voice of the customer in product roadmap discussions

What We're Looking For

• 4–6+ years in customer success or account management in B2B SaaS, with a track record on complex, multi-stakeholder accounts

• Demonstrated ownership of retention and expansion targets on a $1M+ ARR book

• Comfortable leading commercial negotiations and executive conversations

• Experience mentoring or informally leading other CS team members

• Strong command of CRM and account health data; able to build and defend a renewal forecast

• Legal tech, legal services, or personal injury industry experience strongly preferred

What Success Looks Like

• Best-in-team retention and expansion performance across a complex book

• Playbooks and best practices you've built are adopted team-wide

• CSMs and Associates you mentor show measurable improvement in their own book performance

• Trusted by leadership to run point on the highest-stakes renewal conversations in your book