Senior Customer Success Manager at Darrow

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Jan, 26

Salary

140000.0

Posted On

20 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Client Services, Legal Technology, Salesforce CRM, Zendesk, HubSpot, MixPanel, Gainsight, Leadership, Process Development, Data-Driven, Interpersonal Skills, Problem-Solving, Client Advocacy, Training

Industry

technology;Information and Internet

Description

Description You are looking for a job that will truly engage you. You have an entrepreneurial spirit and can make things happen in a fast-paced startup environment. You want to grow and be challenged, but above all you want to work towards a mission, and for your work to have meaning. We’re Darrow - a fast-growing legal tech startup with an open, action-based culture unlike any other. We are committed to pursuing our vision of "frictionless justice," using advanced Machine Learning & AI to revolutionize the justice system. Our mission is about justice at scale: imagine walking into work every day knowing that you’re not only advancing your career but making a positive impact on the world. Darrow has more than 150 team members in Tel Aviv and New York, and is backed by world class investors: Georgian, F2 Venture Capital, Entree Capital, NFX and YCombinator. We are looking for a talented and passionate manager to develop our Customer Success function. You are someone who wants to put your best ideas to work. And you want your work to have meaning. Manager of Customer Success Do you get excited about building something from the ground up? We’re looking for a Manager of Customer Success to design, grow, and shape our Customer Success function. This role is not just about managing accounts — it’s about building the foundation for how our Customer Success team operates, scales, and delivers impact. You’ll be both hands-on with strategic customers and the architect of the team’s processes and culture. From creating playbooks and KPIs to establishing feedback loops and setting the bar for excellence, you’ll play a pivotal role in building a high-performing CSM organization that partners deeply with the legal market Responsibilities Building Client Success Infrastructure: Develop processes, documentation, and tools for the client success function, including onboarding guides, training materials, and account health scorecards. Client Onboarding & Training: Own the client onboarding process, ensuring that new clients are effectively set up on Darrow’s platform and receive comprehensive training on its features and benefits. Client Feedback & Advocacy: Act as the voice of the client by gathering feedback and insights, communicating client needs to internal teams, and advocating for product enhancements that improve the user experience. Solution Adoption & Usage: Drive solution adoption and usage by monitoring client engagement and providing tailored recommendations to ensure clients fully utilize Darrow’s platform and services. Client Relationship Management: Develop and nurture long-term relationships with key stakeholders at law firms, acting as the main point of contact for their needs and questions. Renewals & Upselling: Identify opportunities for contract renewals, cross-sell additional services or features, and support account growth by helping clients achieve success with Darrow’s platform and services. Client Support Coordination: Collaborate with the Legal Consulting team to ensure client issues are resolved quickly and efficiently, providing a seamless and positive client experience. Success Metrics & Reporting: Track client success metrics (such as product usage, satisfaction scores, and retention rates), analyze trends, and provide regular reporting to senior management on client health and success strategies. Requirements 5+ years of experience in customer success, account management, or client services, ideally in a B2B Services, SaaS or legal technology company. Experience working with legal professionals or within the legal technology space and familiarity with the unique challenges of law firms or legal departments is a strong advantage. Experience with Salesforce CRM and various customer success tools such as Zendesk, HubSpot, MixPanel and Gainsight for managing customer interactions, health scoring, and process automation. Past experience managing and growing CSM teams. Strong leadership presence, with the ability to inspire, guide, and influence. A process-minded builder who thrives in ambiguity and enjoys creating structure. Ability to work independently, taking ownership of your role as the first Customer Success Manager and laying the groundwork for future team growth. Demonstrated ability to thrive in a fast-paced, evolving environment while quickly responding to changing needs. Data-driven approach to defining and measuring success. Demonstrat ed ability to quickly adapt to new software platforms. Passionate about delivering excellent client experiences, helping clients succeed, and advocating for their needs internally. Excellent interpersonal and communication skills, with a proven ability to build relationships, influence decision-makers, and handle challenging conversations with professionalism. Strong problem-solving skills with a proactive approach to resolving client challenges and driving continuous improvement. Benefits: Medical, Dental & Vision insurance for you and your dependents. $150 weekly Grubhub credit for lunches. Unlimited paid time off policy. Hybrid work model - onsite 3 days/week. Eligibility to participate in a bonus / incentive plan. Stock option plan to give our employees a direct stake in Darrow’s success. Darrow provides a reasonable range of compensation. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. The range of pay (base salary) for this role is $110,000 - $140,000 Our office is in NYC, this is a hybrid work model - 3 days a week in the office

Responsibilities

The Senior Customer Success Manager will develop and shape the Customer Success function, focusing on building processes and infrastructure. This role involves both hands-on management of strategic customers and the creation of a high-performing team culture.