Customer Success Manager
Manages a portfolio of legal-sector customer accounts, driving product adoption, retention, stakeholder relationships, and expansion opportunities. Requires 1–2 years of customer-facing experience, strong communication skills, and organizational adaptability.
About the job
Responsibilities
- Become an Octus expert with an understanding of the legal segment, products, services, financial restructuring processes, and the sub-investment-grade market.
- Manage a portfolio of legal accounts to understand business drivers and goals and support retention and adoption of the Octus product suite.
- Mentor other Customer Success team members by providing feedback, sharing learnings, and contributing proactive and innovative ideas.
- Build relationships with subscribers, drive usage, understand workflows, educate clients on subscription best practices, gather feedback, and communicate updates about new functionality and databases.
- Expand networks of relevant contacts within client organizations and become a trusted partner for their needs.
- Monitor account KPIs and plan outreach through email, phone, and in-person meetings to maximize usage and adoption.
- Represent the customer when collaborating with sales, editorial, product, and technology teams.
- Partner with sales to develop account plans, monitor platform usage, share customer insights, and identify expansion opportunities.
Requirements
- 1–2 years of experience in a customer-facing role.
- Excellent written and verbal communication skills.
- Self-starter who is diligent, organized, and adaptable.
Nice to Have
- Experience in financial services and/or working with law firms.
Benefits
- Health benefits
- Matched pension plans
- Paid time off
- Generous parental leave
- Gym subsidies
- Educational reimbursement for career development
- Recognition programs
Skills
Customer Success, Account Management, Customer Relationship Management, Stakeholder Management, Written Communication, Verbal Communication, Financial Services, Financial Restructuring, Law Firms, Kpi Monitoring
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