Job description
What You'll Do
- 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 Rev. Ops and Finance on contract terms, pricing, and renewal structuring for complex accounts
- Represent the voice of the customer in product roadmap discussions What We're Looking For
- 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
- Legal tech, legal services, or personal injury industry experience strongly preferred What Success Looks Like
- Best-in-team retention and expansion performance across a complex book
- Playbooks and best practices you've built are adopted team-wide
- CSMs and Associates you mentor show measurable improvement in their own book performance
- Trusted by leadership to run point on the highest-stakes renewal conversations in your book