Customer Success Manager

December 27, 2024

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Elite Technology

WebsiteLinkedInAll Job Openings

software • legal • practice management • financial management • professional services firms

501 - 1000 employees

☁️ SaaS

🤝 B2B

Description

• Elite Technology offers technology solutions for law firms to drive profitability. • The Customer Success Manager ensures customers realize the value of products and services. • Drive product adoption, retention, and expansion through proactive customer engagement. • Deliver education and enablement initiatives to empower customers with knowledge and tools.

Requirements

• 5+ years of experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors. • Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies. • Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops that foster deeper product adoption and usage. • Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell. • Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts. • Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, and Engineering teams to align customer success strategies with broader organizational goals. • Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals. • Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale. • Up to 25% travel • Experience managing global accounts across various time zones, industries, and customer segments. • Expertise in building scalable, repeatable processes for customer success teams to drive consistency in performance across regions or segments.

Benefits

• Competitive Compensation Package • Comprehensive Healthcare Coverage (Health, Dental, Vision) • Retirement Savings Plan with an Employer Contribution • Professional Development Opportunities • Tuition Reimbursement • Parental Leave • Time Off • Wellness Initiatives