Customer Success Manager - Legal Solutions

About the role

This Customer Success Manager sits within Mitratech's Legal Business Unit, serving corporate legal departments and legal operations teams across a portfolio of 70–85 accounts and five or more established products. These are high-volume, mature solutions with large, active user bases — clients who have been with Mitratech for years and rely on these tools as part of their daily legal operations. Success in this role is measured by your ability to drive consistent adoption, build lasting relationships, and retain and protect net revenue across your book. You will earn a retention-based commission tied directly to the health and renewal outcomes of your portfolio. Product training and onboarding is provided — deep technical expertise is not a prerequisite. What matters is your ability to quickly get up to speed, communicate value clearly, and keep clients engaged and successful over the long term.

What you'll do

• Own a portfolio of 70–85 accounts across 5+ products, with primary responsibility for retention, adoption, and net revenue retention
• Drive proactive engagement through regular client touchpoints, optimization check-ins, and usage reviews that surface risk early and reinforce value
• Manage the full renewal cycle — forecasting, negotiating multi-year terms and annual price increases, and closing on time, with commission tied to retention outcomes
• Monitor product usage and adoption metrics; translate trends into proactive outreach and concrete recommendations that move clients forward
• Track and document each client's goals and success metrics throughout the lifecycle, consistently demonstrating value back to the client as milestones are reached
• Identify and flag expansion signals to the sales or account management team; collaborate to bring those opportunities to close
• Serve as the primary point of contact across the client lifecycle, building relationships at multiple levels of the client organization
• Lead high-level product training sessions, webinars, and onboarding for new users across your accounts
• Maintain regular communication with product support and retention leadership, sharing account health insights (positive and at-risk) to support overall retention efforts
• Collaborate cross-functionally with Support, Product, and Implementation teams to resolve client issues and escalate appropriately
• Contribute to knowledge base content and internal resources to improve onboarding and client education