Customer Success Manager

at  Athennian

NICE TO HAVE SKILLS:

• An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level.
• Familiarity with the legal tech space and entity and/or equity management solutions.
• Experience working at a law firm or with an in-house legal team.

THE ROLE

As a Customer Success Manager (CSM) reporting to the Manager, Customer Success, you’ll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You’ll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You’ll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience.

AS A KEY CONTRIBUTOR TO OUR CUSTOMER SUCCESS TEAM YOU WILL BE RESPONSIBLE FOR:

• Own and build strong, strategic relationships with a dedicated portfolio of customers.
• Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals.
• Identify and capitalize on opportunities for revenue growth.
• Develop innovative strategies to increase customer engagement and product adoption.
• Collaborate with internal teams to ensure seamless onboarding and ongoing training.
• Serve as the primary point of contact for customer escalations, ensuring swift resolution.
• Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations.
• Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns.
• Monitor customer health, proactively identifying and mitigating risks.