About the Company
Our client is an exciting, venture-backed SaaS company transforming how the world's leading law firms leverage data, analytics, and artificial intelligence to make smarter business decisions. Founded in 2023, the company has developed an innovative, Azure-based data platform that brings together fragmented legal, operational, and financial information into a single, trusted source of intelligence.
With ambitious growth plans and a mission to become the data platform of choice for the world's top law firms, this is an exceptional opportunity to join a rapidly evolving technology company where innovation, collaboration, and customer success are at the heart of everything they do.
This is an environment where talented professionals can make a visible impact, help shape the customer experience, and play an important role in the company's continued growth.
About The Role
We are seeking a dynamic, relationship-driven Customer Experience Manager to own and elevate the customer journey for a growing portfolio of leading law firms.
This is much more than a traditional Customer Success role! You'll serve as a strategic partner and trusted advisor to senior executives, including law firm partners, COOs, and CFOs, helping customers unlock the full value of a cutting-edge data and AI platform.
You'll take ownership of customer relationships from onboarding through adoption, retention, renewals, and expansion while partnering closely with Implementation, Sales, Product, and Engineering teams to deliver exceptional customer outcomes.
The ideal candidate combines executive-level relationship management, technical fluency, and a passion for helping customers succeed. If you thrive in a fast-paced, high-growth environment, enjoy solving complex business challenges, and want the opportunity to help shape a customer experience organization as it scales, this role offers an exciting next step in your career.
Responsibilities
The Customer Experience Manager will own customer relationships throughout the full lifecycle, driving product adoption, customer satisfaction, retention, and account growth while ensuring successful implementation and ongoing value realization.
Key responsibilities include:
Build and maintain strategic relationships with law firm executives, including partners, COOs, CFOs, and other key decision-makers.
Own customer success strategies, account plans, renewals, and retention while partnering with Sales to identify expansion and upsell opportunities.
Lead Executive Business Reviews that demonstrate measurable business value, strengthen relationships, and align platform capabilities with customer objectives.
Drive product adoption, monitor customer health, identify risks, and proactively develop strategies to improve engagement and satisfaction.
Partner with Implementation and Project Management teams to oversee successful onboarding, technical integrations, and project delivery.
Coordinate customer data integration into an Azure-based lakehouse platform while identifying reporting, analytics, and AI use cases that deliver additional business value.
Serve as the Voice of the Customer, collaborating with Product and Engineering to influence product enhancements and improve the overall customer experience.
Develop scalable customer success processes, playbooks, templates, and best practices that support a rapidly growing organization.
Mentor team members, share knowledge, and contribute to a collaborative, customer-focused culture where ownership and results matter.
Ready to help shape the future of customer success in legal AI? This is your opportunity to build meaningful executive relationships, influence innovative technology, and play a key role in the growth of an ambitious SaaS company.