Scale Customer Success Manager

Accountabilities

• • Manage a portfolio of new and existing customers, using digital and scaled engagement programs to drive adoption, retention, and expansion.
  • Lead customer transitions from sales through onboarding and ongoing success, ensuring objectives, requirements, workflows, stakeholders, and success plans are clearly understood.
  • Identify and engage key stakeholders across customer organizations, developing champions and decision-makers who can support successful product adoption.
  • Coach customer champions to become product experts and facilitate remote train-the-trainer sessions, with occasional on-site training where required.
  • Proactively manage account health, prioritizing high-touch and low-touch activities based on customer value, lifecycle stage, and health indicators.
  • Deliver scaled check-ins, business reviews, renewal support, and customer education around new features, releases, and product capabilities.
  • Identify accounts at risk of churn and develop targeted retention and adoption strategies to strengthen long-term customer relationships.
  • Collaborate with Support, Product, Customer Success, and other internal stakeholders to communicate customer feedback, resolve issues, and improve the overall customer experience.
  • Partner with the broader Customer Success organization to refine success strategies, reduce time to first value, and continuously improve scaled engagement processes.
  • Use customer success platforms, CRM systems, and other digital tools to improve operational efficiency and make data-driven decisions.
  • Identify upsell and cross-sell opportunities that increase recurring revenue through platform expansion, additional modules, and user growth.
  • Develop strong customer relationships and cultivate advocates who can share success stories and support broader customer engagement initiatives.
  • Contribute to an annual net revenue retention target of at least 110% as part of the performance and bonus framework.

  Requirements

  • 2+ years of experience in a remote scaled implementation, account management, or customer success role.
  • Demonstrated success driving customer upsell, account expansion, renewals, or other forms of client growth.
  • Strong operational capabilities, with experience using data and digital customer success programs to prioritize activities and manage account health.
  • Familiarity with customer success platforms such as Planhat or similar tools, as well as CRM and related systems.
  • Ability to create engaging customer-facing content, including videos, business reviews, articles, presentations, and other educational materials.
  • Strong understanding of customer adoption, retention, lifecycle management, and expansion strategies.
  • Knowledge of or familiarity with the legal industry is advantageous.
  • Excellent time-management and organizational skills, with the ability to manage multiple accounts and competing priorities effectively.
  • Strong negotiation, presentation, listening, and written and verbal communication skills.
  • Ability to build trusted relationships with multiple stakeholders and effectively engage champions, decision-makers, and internal teams.
  • Comfortable working independently in a remote environment while collaborating closely across functions.
  • A data-driven, proactive, and customer-focused mindset, with a strong sense of ownership and continuous-improvement orientation.

  Benefits

  • Flexible working arrangements designed to support work-life balance.
  • Monthly wellness allowance that can be used for eligible wellbeing expenses such as fitness, massage, or childcare.
  • Health insurance.
  • Extended paid parental leave.
  • Additional paid day off for your birthday.
  • Share option opportunities, allowing eligible employees to participate in the company’s growth.
  • Home-office allowance for remote employees.
  • Annual bonus opportunity tied in part to customer growth and retention performance.
  • Opportunities for professional development and career progression within a growing global software environment.
  • Collaborative and inclusive culture that emphasizes continuous improvement, ownership, trust, and personal development.
  • Remote opportunity available in the United States.