Senior Manager, Customer Success (Enterprise Legal)

Responsibilities

• Build, coach and manage a team of 7-8 Customer Success Managers and Customer Success Associates who are workflow experts, driving adoption and value through trusted partnership.
• Lead meaningful one-on-ones with your team, providing actionable guidance, thoughtful feedback, and supporting individual career growth goals.
• Develop a Customer Success roadmap for the Legal Enterprise segment, and then secure team enablement and implement processes to deliver the required outcomes.
• Create long-lasting, deep and strategic relationships with customers.
• Identify, track, innovate and deliver on customer metrics including case growth rate (NCR), net dollar retention (ARR), customer success qualified leads (CSQLs) and Moments that Matter (MtM) call to actions (CTAs).
• Develop a strong relationship with Product and Engineering teams to drive product improvements from customer and team feedback.
• Autonomously collaborate cross-functionally to design and improve processes and drive an industry-leading customer experience.
• Inspire, enable and develop your team to be Trusted Advisors and strategic workflow consultants.

Requirements

• At least 4 years of experience leading Customer Success or post-sales teams in a SaaS environment, including direct people management, owning a book of business, and driving retention, expansion, and customer ROI.
• Strategic operator who can define a clear vision for your segment, translate it into concrete plans and goals, and adjust quickly based on data, risks, and changing customer needs.
• Strong people leader who develops talent to work largely autonomously: coach, delegate thoughtfully, practice situational leadership, and provide direct, timely feedback while holding your team accountable.
• Champion diversity, equity, inclusion, and belonging in how you lead, make decisions, and build teams.
• Role model company standards and values, including in-office expectations, meeting engagement, and cross-functional collaboration.
• Communicate with clarity, confidence and influence in writing, in presentations, and in conversation.
• Deeply customer-centric: build credible, trusted, long-term relationships, partner strategically to understand requirements, and proactively drive value, outcomes, and adoption.
• Consistently drive results, using data and insight to prioritize, make decisions, and execute.
• Critical and innovative thinker who isn’t afraid to move quickly on customer and stakeholder expectations.

Pluses

• Experience working in LegalTech or SaaS.
• Flexibility to travel to spend time with customers and team members.

Compensation

• Expected salary range: $163,000 - $207,000.
• Eligible for additional incentive pay/commission.
• Equity program.
• 401(k) with company matching.
• Health, dental, vision insurance.
• Paid parental leave, sick leave, vacation, holidays.