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Role Description

As a Customer Success Manager (CSM) reporting to the Manager, Customer Success, you'll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You'll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You'll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience.

• 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

Qualifications

• Proven success in a B2B SaaS environment, with 2+ 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 expected based on book of business and internal/external company events

Requirements

• 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

Benefits

• We’re a remote-first company built on trust, autonomy, and accountability
• Work-Life Balance: Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown
• Comprehensive Coverage: Health, dental, and vision, long-term disability, and a Health Spending Account (HSA)
• Family Support: Flexible parental leave benefits, including top-ups
• Remote Setup: A dedicated work-from-home allowance to get you set up for success