Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee adoption metrics, usage patterns, health indicators, and engagement signals across a category of legal clients.

• Determine areas where proactive outreach can enhance retention and deliver added value.

• Implement data-driven success initiatives linked to usage milestones, risk indicators, or renewal schedules.

• Develop new success strategies to enhance client value incrementally.

• Act as a responsive contact point for client inquiries.

• Provide clients with guidance on product usage, configuration, and industry best practices.

• Attain proficiency in an initial Intapp solution while expanding expertise across the entire product suite.

• Consult with clients post-deployment to optimize solution features and ensure organizational alignment.

• Stay informed about Intapp's product offerings, competitive environment, and industry trends.

• Function as a trusted advisor to client stakeholders and represent the customer's voice within product and account teams.

⛳️ Requirements

• Minimum of 5 years of experience in client success within professional services firms, preferably in the legal sector.

• Proficient in utilizing adoption and usage data to implement structured, playbook-based outreach initiatives.

• Capability to rapidly develop product proficiency and commit to ongoing learning of new solutions.

• Familiarity or experience with Intapp Time and Billstream, or knowledge of timekeeping, billing, and profitability within law or professional service firms.

• Exceptional consultative and communication abilities: adept at listening attentively and influencing outcomes.

• Strong analytical skills with the capacity to synthesize information from multiple sources into clear, actionable client recommendations.

• Resourceful problem-solver with a results-driven mindset and effective time management skills.

• Bachelor’s degree is mandatory.

• Understanding of how professional services firms, particularly law firms, function.

• Experience with Intapp's wider product suite or similar enterprise software in the professional services sector.

• Background in customer success or engagement platforms that facilitate and monitor outreach on a large scale.

• Experience in a publicly traded, growth-oriented software organization.

🏝️ Benefits

• Opportunities for professional development.

• Training and continuing education reimbursement.

• Modern, open office environments.

• Complimentary lunches provided.

• Fully stocked kitchens available.

• Comprehensive wellness initiatives.

• Flexible time-off policies.

• Family-formation benefits offered.

• Support for family-building initiatives.

• Paid volunteer time off.

• Donation matching program in place.