Client Success Manager

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

📋 Description

• Oversee a portfolio of law firm clients in North America, serving as their main contact after the sale.

• Facilitate structured onboarding processes that encourage early adoption and ensure long-term success.

• Conduct client calls and live training sessions with attorneys, effectively translating the Nexl platform and business development best practices into actionable guidance.

• Perform regular business reviews with key stakeholders, monitoring progress, uncovering insights, and identifying opportunities for growth.

• Track product usage, health metrics, and engagement signals to proactively ensure client retention.

• Foster renewals and expansion revenue by showcasing ongoing value and aligning Nexl’s roadmap with the priorities of clients.

• Leverage AI tools to automate repetitive tasks, create client-facing materials, and discern patterns within the client portfolio.

• Represent the customer's voice internally by providing insights to the Product, Marketing, and Sales teams.

• Contribute to the development of a proactive and commercially accountable Client Success function.

⛳️ Requirements

• Several years of experience within a law firm’s business development area, in roles such as BD Manager, Director, or Specialist.

• Direct understanding of how lawyers cultivate relationships and expand their business.

• Comfortable engaging with senior law firm stakeholders.

• Ideally experienced in B2B SaaS Customer Success, Account Management, or a similar advisory role.

• Confident in leading live client calls and training sessions with attorneys.

• Capable of translating platform features and business development practices into practical, actionable guidance.

• Proficient in using technology to support business development and growth strategies.

• Strong commercial awareness regarding retention, expansion, and relevant performance metrics.

• Regularly utilizes AI tools to enhance the quality and efficiency of client-facing work and portfolio management.

• Demonstrates strong initiative and ownership, with the ability to navigate ambiguity, identify solutions, and advance priorities.

• Consulting experience, particularly in transitioning from a senior law firm BD role to an advisory or consulting context, is a plus.

• Familiarity with CRM, relationship intelligence, or workflow automation platforms is advantageous.

• Experience working remotely within a distributed North American team is a plus.

• Background in change management or digital transformation initiatives is a plus.

🏝️ Benefits

• Remote-first approach. Work remotely by default, allowing you to structure your week around what suits you and your team best.

• Comprehensive benefits package in the US that includes medical, dental, and 401(k) options.

• Work from anywhere. Enjoy up to four weeks a year working remotely from a location of your choice.

• Birthday leave. Take a paid "Nexl Day" during the week of your birthday.

• High growth environment. Experience a scaling setting with autonomy, ownership, and visible impact.

• ESOP. Employee stock options that enable you to benefit from the company's success.

• Parental leave. Paid leave to support you and your family during growth phases.

• Transparent by default. Participate in fortnightly all-hands meetings that cover strategy, metrics, successes, and lessons learned.

• Tools & tech. Utilize modern, AI-driven methods of working to enhance efficiency, along with a work laptop.