Note: The job is a remote job and is open to candidates in USA. AUDITLab Pro builds data infrastructure for law firms, helping them manage their case and claimant data effectively. The Customer Success Manager will act as a trusted advisor to clients, ensuring they derive value from the platform while managing renewals and identifying expansion opportunities.
Responsibilities
- Build and execute success plans for each firm, grounded in their business goals and litigation practice, and run regular business reviews to track progress and ROI
- Drive adoption by monitoring platform usage, identifying gaps, and championing high-impact features like AUDITi fraud detection, reporting capabilities, and lead distribution workflows
- Manage the renewal cycle including building the renewal forecast, negotiating terms, and identifying and mitigating churn risk before it emerges
- Own the expansion conversation with managing partners and operations leaders—identifying opportunities for additional seats, new tort dockets, and add-on products, and partnering with sales to close deals
- Maintain account health through ongoing check-ins, health score tracking, early risk flagging, and ownership of escalations
- Serve as our Client's voice to product and engineering, surfacing feature requests, bugs, and feedback that shape our roadmap
Skills
- B2B SaaS customer success experience, ideally working with legal, financial, or regulated industry clients
- Strong focus on Customer Satisfaction & Customer Service
- Proven Relationship Building and Customer Retention skills
- Strong organizational and time-management capabilities
- Commercial acumen to own renewals and expansion conversations and close additional revenue
- Data literacy to discuss outcomes, metrics, and ROI with sophisticated clients
- Strong relationship skills and the ability to be a trusted advisor to C-level and operations leaders
- Self-directed execution with the ability to manage multiple accounts and priorities without heavy supervision
- Mass tort or legal domain knowledge
- Prior experience managing a retention or expansion quota
- Familiarity with legal technology or case management workflows
- Experience with Legal CRMs (Filevine, Litify, SmartAdvocate, or similar)
Company Overview