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 as their main post-sale liaison.

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

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

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

• Track product usage, health scores, and engagement indicators to proactively foster client retention.

• Drive renewals and revenue growth by showcasing ongoing value and aligning Nexl’s roadmap with client objectives.

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

• Serve as the voice of the customer internally, providing insights to Product, Marketing, and Sales teams.

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

⛳️ Requirements

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

• Direct knowledge of how lawyers cultivate relationships and expand business opportunities.

• Comfortable interacting at a senior level with law firm stakeholders.

• Ideally possess experience in B2B SaaS Customer Success, Account Management, or a comparable advisory role.

• Confident in conducting live client calls and training sessions with lawyers.

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

• Proficient in utilizing technology to bolster business development and growth initiatives.

• Strong commercial acumen regarding retention, expansion, and pertinent metrics.

• Actively employs AI tools to enhance the quality and efficiency of client-facing tasks and portfolio management.

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

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

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

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

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

🏝️ Benefits

• Remote-first. Work remotely by default, allowing you the flexibility to structure your week in a way that suits you and your team.

• Comprehensive US benefits package including medical, dental, and 401(k).

• Work from anywhere. Enjoy the opportunity to work remotely from a location of your choice for up to four weeks a year.

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

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

• ESOP. Participate in employee stock options to benefit from the company’s success.

• Parental leave. Receive paid leave to support you and your family as it grows.

• Transparent by default. Join fortnightly all-hands meetings covering strategy, metrics, successes, and learnings.

• Tools & tech. Access modern, AI-first working methods to enhance speed and efficiency, along with a work laptop.