Customer Success Manager

Job description

The Company Alt Legal is a fast-growing SaaS-based legal technology company based in New York focused on making trademark professionals' lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily. We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people. Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness. Job Description Reporting to the Head of Customer Success, the Customer Success Manager (CSM) will own a book of business made up of Alt Legal customers, guiding them from onboarding through renewal. You will be the primary relationship owner for your accounts, helping customers get set up successfully, adopt the platform, and see ongoing value from Alt Legal's software. You will work closely with the Customer Support and Product teams to make sure your customers' voices are heard and their needs are met. This is a great opportunity for someone early in their Customer Success career who wants to develop a strong foundation in relationship management, account health monitoring, and SaaS renewals within the legal technology space. Please note: Interviews and onboarding for this position will be in EST (UTC -5), and after onboarding you will switch to business hours appropriate to your time zone. Your specific responsibilities: Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle. Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality. Conduct regular check-ins and business reviews with customers to monitor product adoption and account health. Identify at-risk accounts early and work with the Customer Success team to develop and execute retention plans. Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them. Track and report on key account metrics such as adoption, satisfaction, and renewal likelihood. Partner with the Customer Support Specialist team to ensure a seamless, consistent customer experience. Relay customer feedback and feature requests to the Product team to help inform the roadmap. Maintain accurate and up-to-date account records and notes in our Customer Success platform (e.g. Gainsight, ChurnZero, or similar). Support the renewal process by preparing customers for upcoming contract discussions. Help support the onboarding of newly acquired customers as Alt Legal grows through M&A, guiding them into our tools, processes, and support model. What we'd like to see in the ideal candidate: 0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar); internships count. Fluent in English Strong, reliable internet connection Interest in building a career in Customer Success within SaaS or legal technology Intellectual property experience preferred, but not required Comfortable working in a Google Workspace environment (Google Sheets, Docs, etc.) Familiarity with AI platforms such as Claude or ChatGPT, and interest in using them to work more efficiently Exposure to a Customer Success platform such as Gainsight or ChurnZero is a plus, but not required Strong written and verbal communication skills Ability to manage multiple and sometimes conflicting priorities Keen attention to detail and strong personal organizational skills Ability to empathize with and advocate for our customers Ability to quickly learn new concepts and teach others Strong interest in technology and eagerness to learn the SaaS customer lifecycle Excellent problem-solving skills Good sense of humor What you get: Alt Legal offers a collaborative and challenging work environment and the opportunity to be part of a growing company. We're a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture. We also offer all employees a variety of perks such as flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path. Your equipment will also be provided. We are LGBTQ+ friendly and encourage all candidates to apply. How to Apply (Please Read Carefully) If you're interested, you should submit your application with a resume in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the Alt Legal team. Our applications are still reviewed by humans! Please pardon any delayed responses.