Customer Success Manager
About the Opportunity The hiring organization is seeking a Customer Success Manager, North America to partner with in-house legal teams to optimize how they select and manage outside counsel and govern legal spend from intake to invoice. In this full-time role, the Customer Success Manager manages a portfolio of North American enterprise clients, acting as a strategic advisor to General Counsel and legal operations leaders to deliver measurable business value, strengthen client partnerships, and secure renewals.
Key Responsibilities
Own a portfolio of enterprise clients across the entire customer lifecycle, including onboarding, adoption, expansion, and renewal. Develop data-driven success plans and advise clients on outside counsel management best practices, such as competitive sourcing, alternative fee arrangements, and spend governance. Translate usage and savings metrics into clear value narratives that drive renewals and account growth. Cultivate executive sponsorship and build multi-threaded relationships across accounts. Drive user adoption through client training, change management strategies, and scalable self-service programs. Identify risk factors and account growth opportunities early, collaborating with internal subject matter experts to execute solutions. Required Qualifications 2 to 4+ years of experience in SaaS customer success, account management, consulting, or legal operations, with a proven track record of managing client relationships or portfolios. Experience engaging with senior stakeholders and leading high-stakes business conversations. Data literacy with the ability to translate complex information into clear, actionable insights. Strong organizational skills and technical curiosity, including an interest in applying technology and AI tools to improve efficiency. Adaptable, growth-oriented mindset with a collaborative approach to problem-solving.
Preferred Qualifications
Location within the Eastern, Central, or Mountain time zones. Professional experience in legal operations, legal technology, fintech, or professional services. Familiarity with legal pricing models, law firm sourcing, or corporate legal department operations.
Compensation and Benefits
Base salary: $120,000 per year, plus variable compensation. Medical, dental, and vision insurance. 401(k) retirement plan. Paid time off. Family leave. Training and professional development opportunities. Wellness resources. Work Location, Schedule, and Authorization Employment type: Full time. Location: Fully remote within the United States. Work authorization: Current, valid authorization to work in the United States is required. The hiring organization is unable to provide visa sponsorship for this position. Candidate guidance: Applicants are welcome to utilize AI tools for interview preparation, but all interview responses and work samples must represent the candidate's own work and thinking.