About the Opportunity
The hiring organization is seeking a Customer Success Manager, North America to partner with in-house legal teams to optimize how they select and manage outside counsel and govern legal spend from intake to invoice.
In this full-time role, the Customer Success Manager manages a portfolio of North American enterprise clients, acting as a strategic advisor to General Counsel and legal operations leaders to deliver measurable business value, strengthen client partnerships, and secure renewals.
Key Responsibilities
- Own a portfolio of enterprise clients across the entire customer lifecycle, including onboarding, adoption, expansion, and renewal.
- Develop data-driven success plans and advise clients on outside counsel management best practices, such as competitive sourcing, alternative fee arrangements, and spend governance.
- Translate usage and savings metrics into clear value narratives that drive renewals and account growth.
- Cultivate executive sponsorship and build multi-threaded relationships across accounts.
- Drive user adoption through client training, change management strategies, and scalable self-service programs.
- Identify risk factors and account growth opportunities early, collaborating with internal subject matter experts to execute solutions.
Required Qualifications
- 2 to 4+ years of experience in SaaS customer success, account management, consulting, or legal operations, with a proven track record of managing client relationships or portfolios.
- Experience engaging with senior stakeholders and leading high-stakes business conversations.
- Data literacy with the ability to translate complex information into clear, actionable insights.
- Strong organizational skills and technical curiosity, including an interest in applying technology and AI tools to improve efficiency.
- Adaptable, growth-oriented mindset with a collaborative approach to problem-solving.
Preferred Qualifications
- Location within the Eastern, Central, or Mountain time zones.
- Professional experience in legal operations, legal technology, fintech, or professional services.
- Familiarity with legal pricing models, law firm sourcing, or corporate legal department operations.
Compensation and Benefits
- Base salary: $120,000 per year, plus variable compensation.
- Medical, dental, and vision insurance.
- 401(k) retirement plan.
- Paid time off.
- Family leave.
- Training and professional development opportunities.
- Wellness resources.
Work Location, Schedule, and Authorization
- Employment type: Full time.
- Location: Fully remote within the United States.
- Work authorization: Current, valid authorization to work in the United States is required. The hiring organization is unable to provide visa sponsorship for this position.
- Candidate guidance: Applicants are welcome to utilize AI tools for interview preparation, but all interview responses and work samples must represent the candidate's own work and thinking.