Customer Success Lead, Commercial

What You'll Own

• Manage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion
• Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeks
• Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accounts
• Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews
• Build and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account
• Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program
• Partner with the Support Lead on recurring ticket themes that indicate product or process gaps
• Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion

What We're Looking For

• 3–5 years of B2B Customer Success experience managing a high-volume SMB or mid-market book
• Proven ability to balance scale and personalization — you know how to manage 50+ accounts without every one feeling like a number
• Strong analytical instincts: comfortable using product usage data and CRM signals to prioritize your attention
• Excellent written communication — a lot of your relationship-building happens via email and portal messages
• Experience building or following playbooks in a fast-moving environment
• Comfortable with ambiguity and eager to build — this is an early-stage role with a lot of whitespace
• Legal tech, healthcare, or document management SaaS background a plus, not a requirement

Success Metrics

• Net Revenue Retention: Retain and grow ARR across the SMB/mid-market portfolio
• Onboarding Completion Rate: Target: 100%+ of new customers through structured onboarding in first 2 weeks
• Quarterly Business Reviews: Quarterly and other relevant check-in’s completed on agreed upon cadence
• At-Risk Intervention Rate: Flagged accounts have an active outreach plan within 5 business days
• Expansion Contribution: Measurable expansion revenue from existing accounts each quarter