Strategic Customer Success Manager

Job Summary

A company is looking for a Strategic Customer Success Manager to manage and grow relationships with its largest law firm customers.

Key Responsibilities

• Serve as the primary relationship owner for strategic customers, conducting business reviews to align on goals and showcase value
• Own renewal negotiations and identify upsell opportunities to drive account growth and retention
• Guide customers in achieving desired outcomes using performance data and provide actionable insights for value delivery

Required Qualifications

• 5+ years in Customer Success, Account Management, or related SaaS role with strategic or enterprise accounts
• Proven track record managing high-touch relationships with executive stakeholders
• Experience leading business reviews that demonstrate ROI and drive customer alignment
• Strong negotiation and contract management skills with success in renewals and expansions
• Experience using tools such as Pendo, DOMO, Salesforce, or Gainsight for data-informed customer conversations