UniCourt Inc - Customer Success Manager- Legal

• This isn't a reactive support role. You'll be a strategic partner to our clients — proactively identifying opportunities for deeper engagement, managing renewals, surfacing expansion opportunities, and collaborating closely with sales, product, and engineering to deliver an exceptional client experience. • Client Relationship Management • Own and manage the post-sale relationship for a portfolio of enterprise clients, including Am Law 200 firms and Fortune 500 legal departments • Build trusted advisor relationships with key stakeholders, including legal, IT, innovation, knowledge management, business intelligence, and executive teams • Serve as the primary point of contact for all client needs, ensuring a consistently high-quality experience • Onboarding & Implementation • Lead onboarding and implementation efforts, ensuring smooth technical integration of UniCourt's platform and APIs into client workflows • Partner with clients to align product capabilities with their workflows and business objectives • Ensure successful handoff from Sales to Customer Success and establish clear success metrics • Product Adoption & Customer Success • Develop and execute client-specific success and project plans aligned with each client's goals and the successful adoption of UniCourt offerings • Drive product adoption through training, education, and best practice guidance on platform capabilities and new features • Monitor account health through usage data, regular check-ins, and Quarterly Business Reviews (QBRs), proactively identifying and addressing risks to retention • Retention & Growth • Own the renewal process and proactively manage retention risk • Identify expansion and upsell opportunities within existing accounts and partner with Sales to execute • Ensure clients are continuously realizing value from UniCourt's platform • Customer Advocacy & Feedback • Act as the voice of the customer internally — channeling client feedback and insights to Product, Engineering, and leadership to inform roadmap priorities • Translate client needs into actionable recommendations for product enhancements • Advocate for improvements that enhance customer experience and platform usability • Cross-Functional Collaboration • Collaborate with Sales, Product, Engineering, Marketing, and Support teams to deliver a seamless customer experience from prospect to long-term partner • Align internal stakeholders around customer priorities and strategic initiatives • Support go-to-market efforts by providing customer insights and feedback • Industry Expertise & Representation • Stay current on legal tech trends, the competitive landscape, and industry developments to bring informed perspectives to client conversations • Represent UniCourt at client meetings, legal industry conferences, user groups, and industry events • Provide strategic, informed guidance to clients based on industry knowledge • Education, Knowledge, Skills & Abilities • Bachelor's degree required; JD, MBA, or advanced degree preferred. • 3+ years of customer success, account management, or client-facing experience, with a meaningful portion spent in legal tech, legal services, or selling/supporting solutions for law firms and legal departments. • Strong understanding of the legal industry — including how large law firms and corporate legal departments operate, buy technology, and manage data. • Experience managing enterprise client relationships with complex stakeholder environments. • Familiarity with API-based products, data platforms, or SaaS solutions; prior experience with legal data, analytics, eDiscovery, or practice management tools is a strong plus. • Proven ability to drive product adoption, manage renewals, and identify growth opportunities within existing accounts. • Comfortable engaging with technical and non-technical stakeholders, from integration teams to C-Suite executives. • Excellent communication, presentation, and interpersonal skills with a consultative, relationship-first approach. • Highly organized and self-directed, with the ability to manage a portfolio of accounts independently in a remote environment. • Willingness to travel periodically for client engagements and quarterly to corporate HQ.