Customer Success Manager

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

📋 Description

• Assist in managing a portfolio of customer accounts within the Law.com product suite

• Establish connections with customer stakeholders and act as a dependable daily point of contact

• Support customers during onboarding processes and initiatives aimed at product adoption

• Aid customers in integrating products into their workflows and business operations

• Actively engage with customers to foster a positive experience

• Encourage the use and adoption of Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault

• Conduct introductory product training sessions and facilitate webinars

• Track user engagement and promote product adoption

• Communicate product updates, new features, and best practices to customers

• Develop customer communications and educational resources

• Monitor customer activity and engagement metrics

• Address customer concerns and identify potential renewal risks

• Keep precise records of customer interactions and activities

• Work collaboratively with Customer Care, Product, and Sales teams to address customer issues

• Assist in renewal strategies by helping customers derive value from their subscriptions

• Collect and relay customer feedback to the Product, Editorial, Marketing, and Sales teams

• Engage in customer surveys, feedback initiatives, and advocacy programs

• Participate in knowledge-sharing activities

• Collaborate with Customer Success Managers, Account Executives, and Customer Care teams

• Take part in training and development programs

• Contribute suggestions for enhancing customer engagement and onboarding experiences

• Develop consultative skills in customer management

⛳️ Requirements

• 1–3 years of experience in Customer Success, Customer Support, Account Management, Client Services, Sales Support, Hospitality, or a similar customer-facing position

• Exceptional written and verbal communication skills

• Strong organizational skills and time-management capabilities

• Willingness to learn new technologies and software platforms

• Ability to juggle multiple priorities in a dynamic environment

• Customer-oriented mindset with a commitment to helping clients achieve success

• Familiarity with SaaS, subscription services, or information services is preferred

• Experience with CRM or customer success platforms such as ChurnZero, Gainsight, or Plan Hat is preferred

• Interest in legal, professional services, research, media, or information products is preferred

• Experience in delivering presentations, training sessions, or customer support is preferred

🏝️ Benefits

• 15 vacation days

• 12 company holidays

• Three personal days

• One day to volunteer at a nonprofit of your choice

• A day off for your birthday each year

• Choice of three Cigna health insurance plans

• Two dental plans

• Vision coverage

• Health Savings Accounts (HSA)

• Flex Spending Accounts (FSA)

• Comprehensive wellness program

• Employer-paid life insurance

• Employer-paid short-term and long-term disability insurance

• Accident and critical illness insurance

• 401K and Roth retirement savings plans with employer matching

• Employee Referral Awards

• Tuition reimbursement after one year of service

• Commuter Benefits