Customer Success Manager, Mid-Market

Accountabilities

Own the end-to-end post-sale customer lifecycle for a portfolio of approximately 60 mid-market accounts, serving as the primary relationship owner and trusted advisor.
Build strong customer relationships and develop a deep understanding of each client's business objectives, operational challenges, and strategic priorities.
Develop comprehensive expertise in the Unity platform to guide customers toward effective solutions and maximize the value they receive from the technology.
Proactively monitor account health, identify customers at risk of churn, and implement appropriate mitigation strategies before issues escalate.
Conduct regular business reviews to assess customer progress, demonstrate platform value, align on business objectives, and identify opportunities for account growth.
Partner closely with the Renewals team to support timely contract renewals, strengthen customer relationships, and improve retention rates.
Identify opportunities for account expansion by understanding evolving customer needs and recommending relevant solutions.
Collaborate with Implementation, Support, Product, Marketing, and Account Management teams to ensure a seamless and consistent customer experience.
Advocate for customer needs internally by sharing feedback, identifying recurring challenges, and helping improve product capabilities and implementation processes.
Develop, document, and share customer success best practices to improve efficiency, consistency, and overall effectiveness across the Customer Success organization.
Requirements
Minimum of 4 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role.
Relevant experience in legal operations, vendor management, legal analysis, or customer relationship management is also valuable.
Proven ability to independently manage a high-volume portfolio of customer accounts while maintaining strong relationships and delivering measurable results.
Demonstrated experience driving customer satisfaction, product adoption, retention, and account growth.
Ability to navigate complex stakeholder environments and engage effectively with professionals across Legal Operations, Legal, Finance, and IT departments.
Strong understanding of customer lifecycle management, account health monitoring, renewal processes, and churn prevention strategies.
Excellent relationship-building, communication, presentation, and interpersonal skills, with the ability to influence stakeholders at different organizational levels.
Strong analytical and problem-solving abilities, with the capacity to identify customer risks, assess business needs, and recommend actionable solutions.
Familiarity with Salesforce and customer success platforms such as Gainsight, ChurnZero, or similar tools.
Previous experience in SaaS or legal technology is a strong advantage.
Comfortable working in a fast-growing organization where processes, workflows, and best practices are continuously evolving.
Strong organizational and time-management skills, with the ability to prioritize competing responsibilities and work independently.
Bachelor's degree preferred.
Benefits
Annual Base Salary: $82,500–$100,000, depending on qualifications, experience, and skills.
Commission: 20% of base salary, offering additional earning potential based on the applicable compensation structure.
Work Arrangement: Fully remote position within the United States.
Employment Type: Full-time opportunity.
Healthcare Coverage: Three medical insurance plan options, along with dental and vision coverage.
Health Savings Account: Employer contributions to a Health Savings Account (HSA) for employees enrolled in the High Deductible Health Plan (HDHP).
Retirement Savings: 401(k) plan with a 100% employer match on the first 3% of employee contributions and a 50% match on the next 2%.
Flexible Time Off: Flexible paid time off, 7 paid sick days, and 9 company-paid holidays annually.
Family Support: Paid leave for birth parents, non-birth parents, and caregivers, as well as adoption and surrogacy reimbursement.
Income Protection: 100% employer-paid life insurance and disability coverage.
Additional Insurance: Optional hospital indemnity, critical illness, accident, and pet insurance.
Tax-Advantaged Accounts: Access to healthcare Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and dependent care FSAs.
Community Engagement: One paid volunteer day annually to support causes and organizations that matter to you.
Professional Growth: Opportunity to work with innovative AI-powered legal technology and contribute to the development of customer success practices in a growing SaaS environment.