Senior Customer Success Manager

Job description

What You'll Do • Own a book weighted toward higher-complexity Growth accounts and select Enterprise accounts • Lead executive-level business reviews and renewal negotiations for accounts with significant ARR and multi-stakeholder buying committees • Build multi-threaded relationships across firm leadership, operations, and case management staff • Develop and refine playbooks for onboarding, adoption, and renewal that other CSMs adopt across the team • Mentor Customer Success Managers and Associates; act as an escalation point for complex account issues • Partner closely with RevOps and Finance on contract terms, pricing, and renewal structuring for complex accounts • Represent the voice of the customer in product roadmap discussions What We're Looking For • 4–6+ years in customer success or account management in B2B SaaS, with a track record on complex, multi-stakeholder accounts • Demonstrated ownership of retention and expansion targets on a $1M+ ARR book • Comfortable leading commercial negotiations and executive conversations • Experience mentoring or informally leading other CS team members • Strong command of CRM and account health data; able to build and defend a renewal forecast • Legal tech, legal services, or personal injury industry experience strongly preferred What Success Looks Like • Best-in-team retention and expansion performance across a complex book • Playbooks and best practices you've built are adopted team-wide • CSMs and Associates you mentor show measurable improvement in their own book performance • Trusted by leadership to run point on the highest-stakes renewal conversations in your book