Mid-Market Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Mid-Market Customer Success Manager based in United States.

This role offers the opportunity to own and grow a portfolio of approximately 60 mid-market customers using an AI-powered legal operations platform.

You will serve as a trusted advisor to legal departments, helping them achieve measurable outcomes and maximize the value of their technology investment.

From onboarding through renewal, you will guide customers, strengthen relationships, and proactively address risks that could impact retention.

You will work closely with Legal Operations, Legal, Finance, IT, and internal teams to create a seamless and high-value customer experience.

The role combines strategic account management, customer advocacy, business reviews, and expansion opportunities in a growing SaaS environment.

You will also help shape customer success practices as processes and programs continue to evolve.

This is an ideal opportunity for a customer-focused professional who enjoys ownership, complex stakeholder environments, and helping customers succeed.

Accountabilities:

• Own the full post-sale lifecycle for a portfolio of approximately 60 mid-market accounts, serving as the primary relationship owner and trusted advisor.
• Develop strong expertise in the platform and use that knowledge to help customers address their most important legal operations challenges and achieve desired business outcomes.
• Build and maintain strong relationships with customer stakeholders across Legal Operations, Legal, Finance, IT, and other relevant functions.
• Monitor account health proactively, identify customer risks, and develop and execute mitigation plans before issues escalate.
• Conduct regular business reviews to understand customer priorities, demonstrate delivered value, align on goals, and identify opportunities for deeper engagement or expansion.
• Partner closely with the Renewals team to support timely renewals, strengthen customer relationships, and minimize churn.
• Collaborate with Implementation, Support, Product, Marketing, Account Management, and other internal teams to deliver a coordinated customer experience.
• Advocate for customer needs by communicating feedback, product requirements, and recurring challenges to relevant internal stakeholders.
• Identify opportunities to expand customer adoption and demonstrate the value of additional solutions where appropriate.
• Contribute best practices, insights, and process improvements across the Customer Success organization to increase efficiency and effectiveness.
• Operate with a high degree of autonomy while adapting to evolving processes within a scaling organization.

Requirements:

• 4+ years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, including backgrounds in legal operations, vendor management, legal analysis, or related fields.
• Demonstrated ability to independently manage a high-volume customer portfolio while maintaining strong relationships, engagement, and business outcomes.
• Experience navigating complex stakeholder environments involving Legal Operations, Legal, Finance, IT, and other cross-functional teams.
• Strong consultative communication and relationship-building skills, with the ability to act as a trusted advisor to customers and confidently engage stakeholders at different levels.
• Proven ability to identify customer risks, solve problems proactively, and develop practical strategies to improve retention and satisfaction.
• Familiarity with Salesforce and customer success platforms such as Gainsight, ChurnZero, or comparable tools.
• Experience working with SaaS products or within legal technology is strongly preferred.
• Comfortable working in a fast-growing organization where processes and workflows are continually evolving.
• Strong organizational and prioritization skills, with the ability to manage multiple accounts and competing priorities with minimal supervision.
• Bachelor's degree preferred.

Benefits:

• Competitive base salary: $82,500-$110,000 per year.
• Performance compensation: Commission opportunity equal to 20% of base salary.
• Medical coverage: Three medical plan options to accommodate different healthcare needs.
• Dental and vision: Comprehensive dental and vision insurance options.
• HSA support: Employer contributions to the Health Savings Account for employees enrolled in the HDHP plan.
• Retirement savings: 401(k) plan with a 100% match on the first 3% of employee contributions and 50% on the next 2%.
• Paid time off: Flexible PTO, 7 sick days, and 9 paid company holidays annually.
• Family support: Paid leave for birth parents, non-birth parents, and caregivers, plus surrogacy and adoption reimbursement.
• Income protection: 100% employer-paid life and disability insurance.
• Additional insurance: Voluntary hospital indemnity, critical illness, accident, and pet insurance options.
• Tax-advantaged accounts: Healthcare FSA, HSA, and dependent care FSA options.
• Community involvement: One paid volunteer day each year.
• Growth environment: Opportunity to develop professionally while contributing to customer success practices within a scaling organization.
• Inclusive culture: A workplace that values diversity, inclusion, authenticity, and different professional backgrounds.