Customer Success Manager - Remote

Overview

The Customer Success Manager (CSM) is a strategic and supportive partner for their assigned customers, responsible for developing and maintaining relationships to ensure customer success and long-term retention.

In Short

• Build strong, long-term relationships with customers.
• Serve as the primary interface to manage and resolve critical situations.
• Educate customers on the capabilities of ActionStep.
• Evaluate risk management for each customer.
• Drive accounts with minimal oversight.
• Capture customer feedback and report to stakeholders.
• Identify and build advocacy relationships with strategic customers.
• Facilitate quarterly business reviews with assigned accounts.
• Maintain a revenue base by managing account retention.
• Update and maintain Customer Success database.

Requirements

• Strong communication skills.
• Aptitude for learning and using new software.
• Experience in customer success or account management.
• Analytical and problem-solving skills.
• Ability to work collaboratively with teams.
• Experience in SaaS or legal tech preferred.
• Ability to manage multiple accounts effectively.
• Experience with customer satisfaction metrics.
• Proven track record of customer retention.
• Ability to facilitate business reviews.

Benefits

• Dynamic and fast-growing business environment.
• Opportunity to work with a global customer base.
• Collaborative team culture.
• Professional development opportunities.
• Access to innovative software solutions.
• Flexible working arrangements.
• Competitive compensation package.
• Health and wellness benefits.
• Supportive management team.
• Work-life balance initiatives.