Founding Customer Success Manager
Own long-term relationships with enterprise legal and marketing customers, driving adoption, retention, expansion, and measurable value from implementation through renewal. Requires 3–5 years in enterprise SaaS customer success or account management, technical fluency, and executive communication skills.
About the job
Responsibilities
- Own a portfolio of enterprise accounts as the primary relationship owner for legal and marketing stakeholders after implementation.
- Drive adoption and expand usage across teams, geographies, and use cases.
- Run weekly or biweekly working sessions, monthly check-ins, and quarterly business reviews tied to customer outcomes.
- Report on AI review accuracy, flag volume and resolution, reduction in manual review, and turnaround time.
- Configure rulesets, disclosure libraries, and review settings as customer needs change.
- Maintain account health scores, identify risks, and execute recovery plans.
- Partner with the Account Executive on renewals and expansion, including building value cases and supporting commercial conversations.
- Translate customer feedback into prioritized product input and communicate product updates.
- Take ownership of customer context and roadmap continuity after implementation handoff.
- Build customer success playbooks, QBR templates, health frameworks, and retention motions.
Requirements
- 3–5 years of experience in customer success, account management, or another post-sale customer-facing role at an enterprise SaaS company.
- Experience owning enterprise account portfolios with retention and expansion outcomes.
- Track record of running executive-level business reviews and driving adoption across multi-team organizations.
- Comfort in a regulated or compliance-adjacent domain; financial services or life sciences experience is a plus.
- Technical fluency in product configuration, integrations, and usage analytics.
- Willingness to travel approximately 10–20% to meet customers.
- Ability to present to VP, general counsel, and C-level stakeholders.
- Strong relationship management, data analysis, organization, proactive planning, and conflict-management skills.
Compensation and Benefits
- Salary: $160,000–$200,000 annually, plus equity.
- Fully paid medical, dental, and vision insurance.
- Free access to OneMedical in the United States.
- Company-paid life insurance.
- Company-sponsored 401(k) with matching in the United States.
- Flexible time off with 15 mandatory days off.
- Financial support for work-related learning opportunities.
- Biannual company get-togethers and opportunities to spend time in company offices.
Skills
Customer Success, Account Management, Enterprise Saas, Account Retention, Account Expansion, Executive Presentations, Product Configuration, Integrations, Usage Analytics, Customer Adoption
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