Senior Customer Success Manager - Legal

The Senior Customer Success Manager will be responsible for managing a book of existing AmLaw 100 & Magic Circle law firms while supporting our efforts to promote processes, drive retention rates, support portfolio growth, increase usage and develop stakeholder relationships. The Senior Customer Success Manager will be a self-starter, possess strong communication, relationship building, and problem solving skills.

Responsibilities

• Become an Octus expert with an understanding of the legal segment, our products, services, along with the sub-investment grade market
• Manage a book of legal accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite
• Develop key relationships and drive usage with a wide range of subscribers through understanding each of their different workflows, educating them on best practices on how to use their subscription, gathering feedback, and providing updates on new functionalities/databases
• Leverage existing customer relationships and expand the network of relevant contacts within each client to become the partner of choice for their needs
• Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls, and in-person meetings to maximize usage and adoption
• Work closely with Account Managers to support cross-sell and upsell opportunities, including bringing in new contacts and managing trials. 
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our client’s needs are met
• Work closely with the sales team to develop account plans, monitor client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth
• Support other members of the Customer Success team globally, by acting as a mentor, providing feedback, sharing learnings, and being proactive/innovative in idea generation
• Working closely with the Customer Success Directors globally to strengthen the Legal segment. 

Requirements

• 8+ years of working experience in a customer facing role
• Excellent written and verbal communication skills
• A self-starter who is diligent and organized, but adaptable
• Experience in financial services and/or working with corporate law firms is preferred but not essential.