Customer Success Manager

Alt Legal

30d•Remote

About The Position

Alt Legal is seeking a Customer Success Manager (CSM) to join their fast-growing SaaS-based legal technology company. The CSM will report to the Head of Customer Success and will be responsible for a portfolio of Alt Legal customers, guiding them through onboarding, adoption, and renewal. This role involves being the primary relationship owner, ensuring customers derive ongoing value from the software, and collaborating with Customer Support and Product teams. This is an excellent opportunity for an individual early in their Customer Success career to build a strong foundation in relationship management, account health monitoring, and SaaS renewals within the legal technology sector. The role requires initial onboarding and interviews in EST (UTC -5), with subsequent work hours adaptable to the employee's time zone.

Requirements

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
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
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

Nice To Haves

Intellectual property experience preferred, but not required
Exposure to a Customer Success platform such as Gainsight or ChurnZero is a plus, but not required

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.