Customer Success Manager - LegalFiles

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Manager – LegalFiles based in the United States.** Join an innovative legal technology environment focused on transforming legal operations through intelligent, AI-powered software solutions. As a Customer Success Manager, you will manage strategic customer relationships and help organizations maximize the value of their legal technology investments. You will serve as a trusted advisor, connecting customer objectives with platform capabilities to improve workflows, streamline processes, and drive product adoption. Working closely with Product, Engineering, and Support teams, you will address complex challenges and ensure a seamless customer experience. You will guide clients through onboarding, technical discussions, workflow optimization, and ongoing platform improvements. This role offers the opportunity to influence product development while building long-term partnerships with enterprise customers. The ideal candidate combines customer success expertise, legal operations knowledge, and a consultative approach to delivering measurable business outcomes. ### Accountabilities - **Customer relationship management:** Build and maintain strong relationships with LegalFiles customers, serving as the primary point of contact for strategic accounts and ensuring proactive, consistent communication. - **Customer success and value realization:** Understand customer objectives, identify challenges, and develop strategies that improve satisfaction, product adoption, retention, and long-term value. - **Legal workflow optimization:** Translate legal operations challenges, including billing issues, matter management gaps, and workflow inefficiencies, into actionable recommendations and technical solutions. - **Onboarding and platform guidance:** Support customers through onboarding, configuration recommendations, and platform best practices tailored to their operational maturity and business goals. - **Escalation and issue resolution:** Coordinate support escalations with Product, Engineering, and Support teams, facilitating timely resolution, root cause analysis, and effective follow-up. - **Customer advocacy:** Communicate customer feedback, recurring challenges, and enhancement requests to internal stakeholders to support continuous product improvement. - **Strategic account reviews:** Conduct quarterly business reviews, usage assessments, advisory sessions, performance reviews, and roadmap discussions to maintain alignment with customer priorities. - **Technical collaboration:** Partner with technical and non-technical stakeholders to evaluate integrations, APIs, cloud-based capabilities, and opportunities for workflow automation. - **Documentation and continuity:** Maintain detailed documentation of customer workflows, integrations, technical requirements, and account-specific considerations to ensure effective collaboration across internal teams. - **Account engagement:** Establish regular engagement schedules and monitor customer progress, proactively identifying risks and opportunities for improvement. ## Requirements - **Professional experience:** At least five years of experience in Customer Success or another customer-facing role, such as legal operations, vendor management, legal analysis, or enterprise client services. - **SaaS and enterprise software:** Demonstrated success supporting enterprise customers in a SaaS environment, preferably within B2B legal technology or enterprise software. - **Legal operations knowledge:** Familiarity with legal operations processes, including electronic billing platforms, matter management, legal billing, and outside counsel guidelines, is preferred. - **Industry standards:** Awareness of legal billing audit practices and standards such as LEDES and UTBMS. - **Customer engagement:** Strong relationship-building, communication, and stakeholder management skills, with the ability to engage effectively with technical teams and non-technical legal operations users. - **Workflow analysis:** Experience mapping business processes, identifying inefficiencies, and recommending automation and operational improvements. - **Technical understanding:** Comfort discussing APIs, cloud platforms, custom integrations, and technical workflows with relevant stakeholders. - **Organization and prioritization:** Ability to manage multiple complex customer engagements simultaneously while maintaining accurate documentation and consistent follow-through. - **Problem-solving:** A proactive, analytical, and consultative mindset, with the ability to translate customer challenges into practical solutions and measurable improvements. - **Preferred additional experience:** Familiarity with enterprise risk management or governance, risk, and compliance (GRC) software platforms. ## Benefits - **Competitive compensation:** Base salary determined by skills, education, experience, and work location. - **Annual incentive:** Eligibility for an annual discretionary bonus. - **Comprehensive healthcare:** Three medical plan options, plus dental and vision coverage. - **Health savings support:** Employer contributions to a Health Savings Account (HSA) for employees enrolled in the high-deductible health plan. - **Retirement savings:** 401(k) plan with a 100% employer match on the first 3% of employee contributions and a 50% match on the next 2%. - **Flexible time off:** Flexible paid time off, seven sick days, and nine paid company holidays annually. - **Family support:** Paid leave for birth parents, non-birth parents, and caregivers, along with adoption and surrogacy reimbursement. - **Financial protection:** Employer-paid life and disability insurance. - **Additional insurance:** Optional coverage for hospital indemnity, critical illness, accidents, and pets. - **Tax-advantaged accounts:** Access to healthcare and dependent care Flexible Spending Accounts, as well as Health Savings Accounts for eligible employees. - **Community involvement:** One paid volunteer day annually to support charitable and community initiatives. - **Remote work:** Remote position based in the United States. - **Professional growth:** Opportunities to collaborate across customer success, product, engineering, and support functions while developing expertise in legal technology and AI-driven solutions. - **Inclusive culture:** A commitment to diversity, inclusion, and authenticity, encouraging candidates to apply even if they do not meet every listed qualification.