deepjudge - Customer Success Manager (Remote-USA)
Requirements
• Experience: 5+ years in a customer success, client-facing, or account management role, ideally in a SaaS or legal technology environment. • Professionalism: Polished communication and presentation skills, with the ability to confidently engage senior legal professionals. • Legal Expertise (Nice to Have): A Juris Doctor (J.D.) or prior experience practicing law is highly preferred, demonstrating an in-depth understanding of legal workflows and client needs. • Tech-Savvy: Comfortable navigating and explaining complex software, with a keen intellectual curiosity and passion for emerging technologies, including AI and Large Language Models (LLMs). • Strategic & Self-Directed: A proactive and entrepreneurial mindset, with the ability to thrive in a dynamic "startup/scale-up" environment where you will help build processes rather than simply follow a pre-existing playbook. • Detail-Oriented: A meticulous approach to managing tasks, timelines, and client requests. • Responsive & Reliable: Ability to effectively manage a book of business and multiple clients, ensuring prompt and thoughtful communication. • Global Collaboration: Ability to work effectively within our dynamic international environment which requires a degree of flexibility to accommodate regular meetings and real-time collaboration across different time zones (including Europe). • What you can look forward to:
Responsibilities
• Retention & Growth: Monitor client satisfaction, identify upsell opportunities, and ensure renewals by driving ROI for our clients. • Client Onboarding: Guide new clients through successful implementation and onboarding, tailoring strategies to meet their unique needs. • Relationship Management: Serve as the primary point of contact for your portfolio of clients, fostering strong, long-term relationships. • Project & Stakeholder Management: Coordinate cross-functional projects and manage stakeholder expectations to ensure smooth execution and client success. • Presentations & Training: Lead engaging training sessions and business reviews with senior professionals. • Issue Resolution: Proactively address client concerns and resolve issues with professionalism and efficiency. • Insights & Feedback: Gather client feedback to drive continuous improvement and contribute to product development.
Benefits
• A supportive and collaborative company culture that values your contributions
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