Client Success Manager – Law Firms

Responsibilities

• Maintain a defined engagement cadence based on account tier (monthly for strategic accounts, quarterly for mid-tier), including proactive outreach, performance reviews, and expansion discussions.
• Build multi-threaded relationships across legal, operations, and administrative stakeholders to reduce single-thread risk.
• Drive organic expansion within the installed base by increasing:
  • Net new users within existing accounts (seat growth)
  • Net new office/branch/claim locations added inside current client relationships
  • Ensure account plans include clear expansion paths (who/where to expand, enablement plan, and next-step commitments)
  • Onboarding training, and adoption milestones tied to new carrier launches/re-launches.
• Drive improvements that increase utilization of all products within scope and client satisfaction.
• Identify cross-sell opportunities for Field Sales.
• Maintain clean CRM discipline and reporting, ensuring segment scorecards are accurate and actionable.

Requirements

• Bachelor’s degree or equivalent experience; 5+ years of sales/client growth leadership experience, ideally in legal, insurance, or records/health-information services.
• Strong analytical and operating rigor: ability to manage GRR/NRR, adoption metrics, pipeline metrics, and CRM reporting (Salesforce preferred).

Hard Skills

• Client Growth Strategies
• Performance Reviews
• Expansion Planning
• Utilization Improvement
• Adoption Metrics Management

Soft Skills

• Relationship Building
• Proactive Outreach
• Cross-Selling
• Stakeholder Engagement