Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Develop and maintain strong, trusted relationships with a dedicated portfolio of clients, ensuring they derive continuous value from Athennian.

• Drive customer renewals and retention to achieve quarterly Net Dollar Retention (NDR) targets, while identifying opportunities for expansion and managing upsell discussions.

• Track customer health and product usage metrics to proactively enhance engagement, encourage feature adoption, and foster healthy user behaviors.

• Collaborate with internal teams (such as Onboarding, Support, and Product) to ensure smooth implementations and effectively communicate customer feedback.

• Act as the main point of contact for customer concerns, working diligently to resolve obstacles and uphold high levels of customer satisfaction.

• Prepare and conduct regular business reviews with clients to showcase ROI, assess health metrics, and align with their evolving business objectives.

• Engage in internal initiatives aimed at refining Customer Success processes, playbooks, and best practices.

⛳️ Requirements

• 3–5 years of customer-focused experience in Customer Success or Account Management within the B2B SaaS sector.

• Demonstrated understanding of managing SaaS solutions in highly regulated environments, primarily at the SMB level, with exposure to enterprise accounts.

• Knowledge of law firms, legal technology, governance, entity management, or private equity software is a significant advantage.

• Proven capability to establish trust with stakeholders, proactively drive renewals, and identify opportunities for expansion.

• Exceptional verbal and written communication skills, with the ability to articulate complex workflows clearly to both everyday users and decision-makers.

• Resourceful, empathetic, and proactive in managing account health, reducing churn, and resolving customer issues.

• Highly organized and detail-oriented, with the ability to manage a varied portfolio and prioritize competing demands effectively.

• Located in and authorized to work in the US/Canada; willing to travel occasionally for client and company events.

🏝️ Benefits

• Competitive salary, equity, and performance-based bonus structure.

• A minimum of 3 weeks of vacation, 5 sick days, and 6 personal/flex days, along with a company-wide winter holiday shutdown.

• Health, dental, vision, long-term disability, and a Health Spending Account (HSA).

• Flexible parental leave, including top-ups.

• A work-from-home allowance to help set you up for success.