Senior Customer Success Manager
About The Position
We are seeking a Senior Customer Success Manager to own a book of business weighted toward higher-complexity Growth accounts and select Enterprise accounts. This role involves leading executive-level business reviews and renewal negotiations for accounts with significant Annual Recurring Revenue (ARR) and multi-stakeholder buying committees. You will build multi-threaded relationships across firm leadership, operations, and case management staff. Additionally, you will develop and refine playbooks for onboarding, adoption, and renewal that other CSMs can adopt. This position also involves mentoring Customer Success Managers and Associates, acting as an escalation point for complex account issues, and partnering closely with RevOps and Finance on contract terms, pricing, and renewal structuring. You will also represent the voice of the customer in product roadmap discussions.
Requirements
- 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
Nice To Haves
- Legal tech, legal services, or personal injury industry experience strongly preferred
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
