Enterprise Customer Success Manager

About the company

The company is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and the company is how they get there. But what makes the company different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how  law is practiced, this is where you belong.

Product-market fit: the company is trusted by over 1000+ law firms, and we’re growing fast.

Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed.

Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building the company from the ground up.

AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work.

Explosive growth: We are growing 2X revenue Quarter over Quarter.

What You'll Do

• Drive Client Success and Growth: Ensure high adoption, retention, and expansion of the company's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells.

• Onboarding: Enable teams at firms using the company in 90 days or less.

• Maximize Product Utilization: Achieve 90% Case/Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features.

• Demonstrate Value: Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly.

• Contribute to Product Evolution: Provide client feedback to inform product roadmap development.

• Maintain Client Relationships: Achieve 90%+ retention rate through proactive engagement and support.

What We're Looking For

• Legal Industry Expertise: Comprehensive knowledge of law firm operations, compliance, and current legal sector trends.

• Technical Proficiency: Mastery of legal tech solutions, especially the company's products, with the ability to explain complex concepts to non-technical professionals.

• Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and the ability to present insights effectively.

• Project Management and Communication: Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges.

• Problem-Solving and Adaptability: Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes.

• Networking and Industry Engagement: Strong relationship-building skills with a willingness to travel for client visits and industry events.

Preferred Qualifications

• 5+ years of Customer Success experience, ideally with mid-size to enterprise accounts, with a proven ability to manage high-value relationships.

• Solid experience in legal tech , understanding the unique needs of law firms and legal teams.

• Proven acumen around planning and managing a smaller book of business , with $10M - $20M in ARR ownership .

• Experience managing large, complex accounts and executing strategic initiatives for client success and growth.

• Strong understanding of SaaS industry dynamics, particularly in legal technology.

The range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales bonuses target and annual base salary for the role.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at the company and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location.

US Salary Range

$150,000 — $190,000 USD

Benefits

💰 Competitive Salary & Equity

💹 401(k) Program with Employer Matching

⚕️ Health, Dental, Vision and Life Insurance

🩼 Short Term and Long Term Disability

🚗 Commuter Benefits *

🧑‍💻 Autonomous Work Environment

🖥️ Workplace Setup Reimbursement

🏠 Telecomm Stipend

🏝 Flexible Time Off (FTO) + Holidays

🚀 Quarterly Team Gatherings

🥪 In office Perks *

• In office employees only

The company Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter.

We may use artificial intelligence (AI) tools to support parts of the hiring process.  These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.