Customer Success Manager Large Law Accounts (Legal Tech)

Remitly•Home based-Massachusetts, MA

5d•$71,600 - $119,400

About The Position

The Large Law Customer Success Manager is a strategic, consultative individual contributor responsible for driving customer value, workflow transformation, adoption, retention, and usage growth across a portfolio of large law firm customers. These accounts require a strong understanding of complex legal workflows, stakeholder dynamics, technology adoption, and the evolving role of AI in legal work. This role helps large law firms integrate LexisNexis drafting, research, analytics, and AI-powered workflow solutions into daily practice, ensuring customers not only adopt the platform but realize measurable business outcomes from it. The Large Law Customer Success Manager serves as a trusted advisor to customer stakeholders, guiding success planning, workflow adoption, and change management across sophisticated legal environments.

Requirements

Experience working with law firms, legal professionals, or legal technology environments
Background in customer success, account management, consulting, enterprise software, or solution adoption roles
Understanding of large law firm workflows, stakeholder dynamics, and legal technology trends including AI
Ability to build strong relationships and lead strategic, value-focused customer conversations
Experience supporting change management and driving adoption across complex environments
Ability to use customer data, usage insights, and feedback to inform account strategies and improve retention
Familiarity with CRM, analytics, and customer success tools such as Salesforce, Gong, Seismic, Tableau, or similar platforms
Experience working with AI-powered tools or technologies

Responsibilities

Manage a portfolio of large law firm accounts, driving adoption, customer value, retention, and usage growth
Build trusted advisor relationships with key stakeholders and develop tailored success plans aligned to firm priorities
Guide firms in embedding drafting, research, analytics, and AI-powered workflow solutions into daily legal work
Partner cross-functionally with Sales, Product, Marketing, and Enablement on planning, reviews, renewals, and growth
Use customer health, engagement, and usage insights to identify opportunities, address risks, and improve outcomes
Lead proactive engagement to support change management and accelerate adoption
Represent the voice of the customer by sharing insights to improve products and overall customer experience