Client Success Manager

What We’re Looking For:

The Client Success team is responsible for the post-sale clients (Law Firms)— building and maintaining relationships with key stakeholders. Driving retention, organic growth within existing relationships/programs (new users/new locations/ancillary services), and high-quality cross-sell opportunity identification of new carriers to partner with Field Sales.

What You Will Do:

Client Engagement & Lifecycle Management (Post-Sale Ownership)

• Maintain a defined engagement cadence based on account tier (e.g., monthly for strategic accounts, quarterly for mid-tier), including proactive outreach, performance reviews, and expansion discussions.
• Build multi-threaded relationships across legal, operations, and administrative stakeholders to reduce single-thread risk.
• Drive organic expansion within the installed base by increasing:
  • Net new users within existing accounts (seat growth)
  • Net new office/branch/claim locations added inside current client relationships
• Ensure account plans include clear expansion paths (who/where to expand, enablement plan, and next-step commitments)

Client Enablement (Adoption, Outcomes, and Time-to-Value)

• Onboarding training, and adoption milestones tied to new carrier launches/re-launches.
• Drive improvements that increase utilization of all products within scope and client satisfaction.

Cross-Sell Identification in Partnership with Field Sales (Quality + Conversion)

• Identify cross-sell opportunities for Field Sales.
• Identify cross-sell opportunities within assigned clients for ancillary services, adding new users, new units and locations.

Operating Cadence, Metrics, and Executive Reporting

• Weekly: portfolio health/risk audits, enablement progress, expansion plays.
• Monthly: segment business review (GRR/NRR, adoption indicators, organic growth outcomes, field outcomes)
• Quarterly: QBR/EBR coverage for priority accounts, account plans, and joint field priorities (as applicable for segment)
• Maintain clean CRM discipline and reporting, ensuring segment scorecards are accurate and actionable.

What You Need to Succeed:

• Bachelor’s degree or equivalent experience; 5+ years of sales/client growth leadership experience, ideally in legal, insurance, or records/health-information services.
• Strong analytical and operating rigor: ability to manage GRR/NRR, adoption metrics, pipeline metrics, and CRM reporting (Salesforce preferred).