Customer Success Lead, Commercial
Manages high-volume portfolio of SMB and mid-market law firm customers through onboarding, health monitoring, expansion, and scalable engagement. Balances personalization with automation using analytics and CRM to drive retention and growth.
About the job
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
Skills
Customer Success, CRM, Account Management, Product Usage Analytics, Onboarding, Net Revenue Retention, Voc, Playbooks, SaaS, Smb, Mid-Market
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