Customer Success Manager
Own the end-to-end success and health of a portfolio of private fund manager clients, serving as a trusted advisor and coordinating with legal delivery, sales, marketing, and operations. Requires 5+ years in Customer Success or Account Management, strong commercial judgment, communication, and client relationship skills.
About the job
Responsibilities
- Own the full client lifecycle, from onboarding new clients with the legal delivery team through managing and deepening relationships with established accounts.
- Drive client satisfaction and engagement by monitoring account health, identifying risks early, and developing mitigation strategies.
- Build and maintain client relationships as a trusted advisor who understands each client's business, structure, and long-term goals.
- Identify and advance cross-sell and upsell opportunities in partnership with sales.
- Collaborate with legal delivery to ensure smooth onboarding and seamless handoffs.
- Work with marketing and operations on client communications, campaigns, feedback loops, and process improvements.
- Represent client feedback, usage signals, and relationship intelligence internally to influence service design, product prioritization, and go-to-market strategy.
- Use customer-success tooling and AI capabilities to manage portfolios, track account health, log activity, and personalize engagement.
Requirements
- 5+ years of experience in Customer Success or Account Management, ideally in SaaS or professional/legal services.
- Experience owning clients through the full lifecycle, from onboarding to mature and complex relationships.
- Strong cross-functional collaboration skills across delivery, sales, marketing, and operations.
- Strong commercial instincts, including identifying cross-sell and upsell opportunities.
- Excellent verbal and written communication skills, with the ability to explain complex legal, financial, or operational concepts clearly.
- High emotional intelligence and the ability to navigate difficult conversations with empathy and professionalism.
- Ability to thrive in ambiguous, fast-paced, and changing environments.
- Genuine curiosity about clients' businesses and operations.
- Experience using customer-success tools and/or AI in practice.
Nice-to-haves
- Prior experience in the legal industry, including at a law firm, legal technology company, or in-house legal function.
- Familiarity with private markets, venture capital, private equity, or fund operations.
Compensation and Benefits
- No compensation information was provided.
Skills
Customer Success, Account Management, SaaS, Legal Services, Client Onboarding, Cross-Selling, Upselling, Customer Success Tools, Artificial Intelligence, Stakeholder Management, Communication, Private Markets, Venture Capital, Private Equity, Fund Operations
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