Customer Success Manager

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

📋 Description

• Manage a portfolio of customer accounts, acting as their primary contact throughout the customer journey.

• Lead the onboarding process for new customers, ensuring proper account configuration and training users on essential platform features.

• Conduct regular check-ins and business reviews to assess product adoption and the health of customer accounts.

• Identify accounts that may be at risk early on and collaborate with the Customer Success team to create and implement retention strategies.

• Recognize opportunities for upselling or expansion and work with the sales team to capitalize on these prospects.

• Monitor and report on crucial account metrics, including adoption rates, customer satisfaction, and renewal probability.

• Collaborate with the Customer Support Specialist team to provide a smooth and consistent customer experience.

• Communicate customer feedback and feature requests to the Product team to assist in shaping the product roadmap.

• Keep accurate and current records and notes in our Customer Success platform (e.g., Gainsight, ChurnZero, or similar).

• Assist in the renewal process by preparing customers for upcoming contract negotiations.

• Aid in onboarding newly acquired customers as Alt Legal expands through mergers and acquisitions, guiding them through our tools, processes, and support framework.

⛳️ Requirements

• 0-1 years of experience in a client-facing position (Customer Success, Account Management, Support, or similar); internships are included.

• Proficient in English.

• Reliable and strong internet connection.

• Interest in pursuing a career in Customer Success within the SaaS or legal technology sectors.

• Experience in intellectual property is desirable but not mandatory.

• Comfortable working within a Google Workspace environment (Google Sheets, Docs, etc.).

• Familiarity with AI platforms like Claude or ChatGPT, and a willingness to use them for enhanced efficiency.

• Experience with a Customer Success platform such as Gainsight or ChurnZero is advantageous, but not essential.

• Excellent written and verbal communication skills.

• Ability to handle multiple and occasionally conflicting priorities.

• Strong attention to detail and effective personal organizational skills.

• Capacity to empathize with and advocate for our clients.

• Quick learner, able to grasp new concepts and impart knowledge to others.

• Strong enthusiasm for technology and a desire to understand the SaaS customer lifecycle.

• Exceptional problem-solving abilities.

• A good sense of humor.

🏝️ Benefits

• Flexible vacation policy.

• Options for remote work.

• Healthcare coverage.

• Equipment provided.