Customer Success Manager

About Silent Witness Silent Witness automates the physics behind car accidents, helping personal injury law firms turn crash evidence into accident reconstruction and injury analysis. About the role We’re looking for a Customer Success Manager to own our client relationships, drive retention and upsell, and deliver the best possible customer experience. You’ll work directly with attorneys and their teams, visit clients in person, and help firms make Silent Witness part of their everyday workflow. From onboarding through renewal, you’ll be accountable for helping customers get value, resolving problems, and growing accounts. What you’ll do Visit clients, build strong relationships, and understand their workflows, goals and challenges. Lead onboarding and training so clients feel confident using Silent Witness. Drive product adoption and case submissions across each account. Own retention and renewals, spot disengagement early, and proactively address it. Identify and close upsell opportunities that meet genuine customer needs. Deliver responsive, thoughtful service and own customer issues through resolution. Bring customer feedback to the product team and help improve the overall experience. Who you are Experienced in customer success, account management or a similar client-facing role, ideally in software. A strong communicator who enjoys meeting clients and building trust in person. Commercially minded, with a focus on retention and account growth. Proactive, organized and dependable. Customers shouldn’t have to chase you. Comfortable taking ownership and solving problems in a fast-moving startup. Experience working with law firms, legal technology or insurance is a plus.