Customer Success Manager I

DISCO•New York, NY

13d•$50,000 - $70,000

About The Position

The Customer Success Manager I is responsible for ensuring maximum client retention, satisfaction, and growth. They proactively address customer concerns, provide timely solutions, and support customers to achieve their desired outcomes.

Requirements

1-2 years of experience in a customer-facing role, preferably in customer success, support, or account management.
Ability to confidently engage with stakeholders at all levels and demonstrate thought leadership in client interactions.
Excellent interpersonal, communication, presentation skills
Proactive, customer-centric mindset with problem solving abilities
Analytical skills to synthesize data and provide strategic recommendations
Strong working knowledge of renewals, upsells, and account expansion

Nice To Haves

Experience in legal technology/SaaS client success management
Authorization to Work in the U.S.: Candidates must be legally authorized to work in the United States without sponsorship now or in the future. DISCO is not currently sponsoring visas, including, but not limited to, H-1B, TN, or EAD, and we are not accepting visa transfers.

Responsibilities

Onboard Transactional Clients: Sets up Org and ensures correct users are added. Assesses need for PS referrals; pushes to Sales for request. Identifies the need for training and schedules Matter Consults.
Manage CSA Queue: Monitors queue for incoming requests. Executes requested tasks. Ensures tickets are updated to reflect status. Documents resolutions and outcomes to maintain historical records.
CSA Task Management: Runs Subscription and Transactional Usage Reports. Manages all matter transfers.
Level II - Customer Support: Escalates client requests to the appropriate technical support, billing, or product teams. Works with the Project Management, Technical, and Sales teams to ensure the smooth flow of information related to client needs or ongoing cases. Shares client feedback with appropriate teams.
Platform Testing: Supports internal testing of new features for the CS team.