Strategic Client Success Manager - Time, Legal

Intapp•Charlotte, NC

5d•Hybrid

About The Position

The Strategic Client Success Manager is a senior individual contributor on Intapp’s Client Success Legal Industry team, responsible for driving adoption and measurable value across a portfolio of enterprise accounts. This role is a generalist across Intapp's product suite with depth of expertise in Intapp Time and Billstream and the broader timekeeping, billing, and profitability domain in law firms. Success in this role turns clients into long-term partners — firms that are fully realizing their Intapp investment, expanding what they do with the platform, and influencing peers in their markets. The Client Success Director operates as a trusted advisor to client stakeholders at all levels — from daily users to C-suite leaders — and serves as the voice of the customer internally to our product and account teams.

Requirements

8+ years of experience in client success, solution advisory, or consulting roles serving professional services firms, ideally in the legal industry.
Demonstrated expertise with Intapp Time and/or Billstream or equivalent timekeeping, e-billing, or profitability management systems in a professional services environment.
Proven ability to manage the client success of a portfolio of enterprise accounts, including executive-level stakeholder relationships.
Strong consultative and communication skills: ability to listen carefully, influence at all levels, and navigate complex organizational dynamics.
Experience with change management or developing adoption strategies for enterprise technology platforms.
Strong analytical skills and ability to synthesize input from multiple sources into clear client-facing recommendations.
Resourceful problem-solver with results orientation and strong time management discipline.
Bachelor’s degree required.
Ability to travel up to 10-20% of the year for client visits, user group sessions, and industry events.

Nice To Haves

Experience across the broader Intapp product suite, particularly Intake, Conflicts, Terms or Walls.
Familiarity with practice management systems as they relate to compliant timekeeping and billing workflows.
Exposure to financial management systems such as Elite 3e or Aderant.
Experience in a publicly traded, growth-stage software company.

Responsibilities

Serve as the primary point of accountability for client health across your portfolio, translating adoption data, business outcomes, and engagement signals into clear, actionable success plans.
Identify at-risk accounts early and lead the response — whether that's a remediation plan, an expanded use case, or an executive escalation — to protect and grow the client relationship.
Align with Account Managers to ensure success plans, commercial priorities, and relationship milestones are coordinated.
Drive proactive, outcome-focused engagement with assigned accounts.
Participate in and contribute to client business reviews, presenting health and adoption metrics alongside recommendations.
Serve as a subject matter expert in Intapp Time and Billstream with the ability to apply generalist knowledge across the broader Compliance and Intapp product lines.
Consult with clients post-deployment to ensure they capitalize on all available solution features and that implemented solutions meet their organizational needs.
Build a visible presence as a trusted advisor in the market through user group leadership, active participation in Intapp's client community, and thought leadership at industry conferences and events.
Serve as the voice of the customer on new features and development priorities.
Reinforce and expand knowledge of Intapp's product portfolio, competitive landscape, and industry dynamics on an ongoing basis.