Customer Success Account Manager (USA)

Job Title: Customer Success Manager / Account Manager

Role Overview:

Join our client as a Customer Success Manager and take ownership of a book of paying law firm accounts that's actively driving growth — more than half of this month's revenue came directly from CS-led expansion. You'll be the trusted point of contact lawyers turn to, building real relationships, spotting opportunity, and stepping in proactively before issues become churn. If you have a "pick up the phone" instinct, high EQ, and thrive on being genuinely helpful rather than just process-driven, this is a chance to own real impact from day one.

Key Responsibilities

· Own touchpoints and health monitoring across a portfolio of ~50 paying law firm accounts

· Drive onboarding to ensure strong early adoption and retention

· Proactively identify expansion and upsell opportunities within existing accounts

· Reduce churn risk through consistent, relationship-driven engagement rather than passive/email-only communication

· Maintain account health cadence and reporting for leadership visibility

Qualifications & Education

· Strong track record of high-EQ, relationship-driven account management

· Proactive communication style comfortable picking up the phone rather than relying solely on email or rigid process

· Professionalism and sound judgment when working directly with lawyers, including knowing when to escalate

· Bachelor's degree or equivalent practical experience

Preferred Experience

· Legal or legal-tech industry background

· Experience managing a portfolio of 40–50+ accounts

· Background in a customer-facing, growth-oriented CS role (rather than a purely support-focused function)

Why This Opportunity

· Step into a real, active vacancy with immediate impact not a backfill for a role being phased out

· Directly influence revenue: CS-driven expansion is already a major growth driver for the business

· Work in a fast-moving environment where your relationship-building instincts are the core skill valued, not technical process-following

What Makes This Opportunity Attractive

· Meaningful upside tied to a percentage of the expansion revenue you personally drive

· High-trust, high-autonomy role with real ownership over account health and growth

· Join a tight-knit, referral-driven professional community with long-term relationship potential

· Opportunity to grow into a senior/Director-level scope as the team builds out

Benefits and Perks

· Salary: Up to $150K+ (senior level), year-one comp weighted heavily toward salary (80–90%) with upside tied to expansion revenue driven

· Comprehensive healthcare coverage with flexible plan options

· Retirement program with employer contributions

· Generous PTO, holidays, and additional leave programs

· Structured work schedule designed to support balance and productivity

· Professional development and continued learning opportunities

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.

Note: Role is fully remote with a preference for candidates based in FL, TX, or Chicago given conference and customer hubs.

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