ABOUT THE COMPANY
Since its inception in 2021, our client has helped the world’s largest and most recognizable companies bridge data, outside counsel selection, and inclusion as an integrated operation that fuels business growth sensibly and cost-efficiently. Their innovation is non-stop, and it is predicated on filling critical practitioner gaps that are experienced by attorneys and procurement professionals. Additionally, they are an ambassador for change and impact in the legal industry.
ABOUT THE ROLE
As a Lead Customer Success Manager, you have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive in an environment with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for our end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc. This is an opportunity to build a CSM team.
RESPONSIBILITIES:
Work as a strategic advisor to customers providing them with guidance on product best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal team members, advising the customer on strategies to optimize their technical environment or current spend, positioning and recommending product features and best practices to accelerate customers time to value and growth
Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how company can build a stronger product and go to market organization
Act as the link between the company’s customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of their product by acting as the Product team’s eyes and ears in this field
Work as a player/coach who will advise customers and manage a team of CSMs
QUALIFICATIONS:
5+ year’s’ experience working in Customer Success, Account Management, Client Services or other similarly customer-centric role
Experience managing a CSM team
Experience establishing or updating customer success processes and/or workflows
A background and passion for advocating on behalf of your customers
A mind for technology – our client will teach you about their product and features, but their customers and product are inherently technical, and you should have an aptitude and curiosity to learn about those concepts
The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include the executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc.
An entrepreneurial mindset - you will be required at times to both deviate from established procedure and often build entirely new process or practices to ensure the company best serve this customer segment
Team player and passion for collaboration - this role will work with some of the company’s most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the company’s broader ecosystem
Prior exposure to database, AI, cloud, and infrastructure technology is a plus