Client Success Manager (Law Firms, West)

Requirements

• The ideal candidate will also have the ability to effectively communicate with C-suite executives and senior leadership
• 5+ years of experience in customer success, account management, or a related client-facing role
• Strong communication skills, including the ability to engage effectively with C-suite executives
• Proven ability to develop customized solutions and workflows for enterprise clients
• Excellent interpersonal and relationship‑building skills
• Strong analytical and problem‑solving abilities, with the capacity to quickly resolve client issues
• Ability to work independently and collaboratively with internal teams
• Experience with CRM, support, and project management tools, such as HubSpot and Intercom
• Legal experience is a plus, but not required
• This position requires the employee to live and work from the West / Mountain region
• Candidates must reside in one of the following Mountain/ West Coast locations:
• Colorado
• California
• Arizona
• Utah
• Relocation assistance is not available for this position
• This role requires approximately 50% travel, including regular in‑territory visits up to two weeks each month

What the job involves

• We are seeking a motivated and experienced Client Success Manager (CSM) to join our team
• The CSM will serve as the primary point of contact for our law firm clients in the Mountain / West Region of the US, driving success through needs analysis, tailored solutions, and exceptional client support. While legal experience is a plus, it is not required
• Conduct in‑depth needs analysis with law firm clients to understand their specific challenges and objectives
• Develop customized solutions and workflows that address the unique needs of each client
• Collaborate with internal teams to ensure seamless client onboarding, lead training sessions, and support successful implementation of customized solutions
• Serve as the primary point of contact for clients, providing ongoing support and guidance throughout the engagement
• Monitor client usage and engagement, identifying opportunities for upselling and cross‑selling by partnering with POD teammates to identify and drive revenue growth
• Work closely with your pod (AE and SDR) to ensure alignment on client priorities and account strategies
• Act as a liaison between clients and our product and engineering teams to provide feedback and drive product improvements
• Build and maintain strong relationships with clients, establishing yourself as a trusted advisor and advocate for their needs
• Track and report on client success metrics, including customer satisfaction, retention, and revenue growth
• Develop strategic account plans to drive long‑term client success and identify growth opportunities
• Handle client escalations and concerns, negotiating timelines, scope, and expectations as needed