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Job description
What You'll Do
• Own a book weighted toward higher-complexity Growth accounts and select Enterprise accounts
• Lead executive-level business reviews and renewal negotiations for accounts with significant ARR and multi-stakeholder buying committees
• Build multi-threaded relationships across firm leadership, operations, and case management staff
• Develop and refine playbooks for onboarding, adoption, and renewal that other CSMs adopt across the team
• Mentor Customer Success Managers and Associates; act as an escalation point for complex account issues
• Partner closely with RevOps and Finance on contract terms, pricing, and renewal structuring for complex accounts
• Represent the voice of the customer in product roadmap discussions
What We're Looking For
• 4–6+ years in customer success or account management in B2B SaaS, with a track record on complex, multi-stakeholder accounts
• Demonstrated ownership of retention and expansion targets on a $1M+ ARR book
• Comfortable leading commercial negotiations and executive conversations
• Experience mentoring or informally leading other CS team members
• Strong command of CRM and account health data; able to build and defend a renewal forecast
• Legal tech, legal services, or personal injury industry experience strongly preferred
What Success Looks Like
• Best-in-team retention and expansion performance across a complex book
• Playbooks and best practices you've built are adopted team-wide
• CSMs and Associates you mentor show measurable improvement in their own book performance
• Trusted by leadership to run point on the highest-stakes renewal conversations in your book