Senior Customer Success Manager, Legal Software
Core
Senior Customer Success Manager for enterprise legal software, driving adoption, value realization, and expansion for strategic accounts.
Role type
Senior Customer Success Manager (Enterprise Legal Software)
Builds
AI-enabled Legal Tracker and HighQ suite of products
Domain
Legal Technology (LegalTech)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Executive stakeholder management, Customer Success planning (CSPs), Executive Business Reviews (EBRs), risk mitigation, usage data analysis, legal billing workflow knowledge, legal department operations expertise, Salesforce/Gong proficiency, strategic thinking, conflict resolution
Preferred skills
JD or legal industry experience, understanding of legal technology sector, event speaking/presentation skills
Technologies
Salesforce, Gong, Legal Tracker, HighQ
Responsibilities
Co-create customer success plans and deliver executive business reviews, track and escalate customer health metrics, identify and drive expansion opportunities, represent Customer Success at industry conferences and webinars, build long-term relationships across legal, finance, and procurement functions, partner with Sales and Professional Services to drive outcomes
Seniority
Senior, hands-on IC with strategic account focus