Senior Customer Success Manager
AthennianPosted 5/7/2025
Senior Customer Success Manager
Athennian
Job Location
Job Summary
We are seeking a Senior Customer Success Manager to drive growth and success for our clients in the legal tech space. As a key contributor to our Customer Success team, you will build strong relationships with customers, develop tailored success plans, and collaborate across teams to deliver a seamless experience. You will be responsible for driving customer renewal and retention, identifying opportunities for revenue growth, and providing insightful analysis and feedback to inform team decision-making and product roadmap recommendations. Our company thrives in a fast-paced startup environment where every team member plays a critical role in driving success. We value ambitious, results-driven individuals who are proactive in identifying opportunities and committed to going the extra mile. If you are a go-getter who thrives on impact and thrives in a dynamic setting, you will fit right in. Our company offers competitive benefits and perks, including remote work options, flexible working hours, health/dental/vision/group life/gRRSP/LTD/AD&D/EFAP benefits, high growth environment, team-building, day-to-day variety, MacBook for all employees, stock options, and a culture of transparency. We are looking for someone with 5+ years of experience in a B2B SaaS environment, who is a natural relationship-builder, strategic and proactive in client interactions, and empathetic and customer-centric.
Job Description
As a key contributor to our Customer Success team you will be responsible for:
- Own and build strong, strategic relationships with a dedicated portfolio of customers
- Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals
- Identify and capitalize on opportunities for revenue growth
- Develop innovative strategies to increase customer engagement and product adoption
- Collaborate with internal teams to ensure seamless onboarding and ongoing training
- Serve as the primary point of contact for customer escalations, ensuring swift resolution
- Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations
- Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns
- Monitor customer health, proactively identifying and mitigating risks
A successful candidate will have:
- Proven success in a B2B SaaS environment, with 5+ years of experience thriving in a commercially-focused Customer Success role
- A natural relationship-builder, skilled at fostering strong connections and trust with clients
- Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion
- Proactive approach to assessing growth opportunities and experience driving deals through to close
- Empathetic and customer-centric, with a passion for understanding and exceeding client expectations
- Excellent communicator, adept at simplifying complex issues and conveying information clearly.
- Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively
- Familiarity with the legal tech space and entity and/or equity management solutions
- Travel expectations based on book of business and internal/external company events
Nice to have:
- An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level
- Experience working at a law firm or with an in-house legal team
- Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business
