Senior Customer Success Manager – LegalTech SaaS

We’re working with an innovative LegalTech company that is transforming how law firms leverage technology to improve contract drafting. As they continue to expand, they’re looking for an experienced Senior Customer Success Manager to ensure their clients get the most value from their platform.

Our client has developed a cutting-edge platform that helps law firms unlock valuable insights from historical contract data, enabling them to draft more accurate and efficient agreements. With a growing global customer base, including leading law firms, the company is scaling rapidly and looking for a customer success professional who can support this expansion.

The Role: As a Senior Customer Success Manager, you’ll take ownership of client relationships, ensuring smooth onboarding, driving adoption, and proactively reducing churn. You’ll work closely with both customers and internal teams to optimize the customer experience, identify opportunities for growth, and provide insights that shape future product development.

With a growing number of customers, you’ll also play a key role in developing scalable processes and best practices to enhance the customer success function.

Key Responsibilities

Build and maintain strong relationships with customers, acting as their primary point of contact
Manage the onboarding process, ensuring clients see value from the platform quickly
Drive product adoption and engagement, helping customers integrate the platform into their workflows
Monitor customer health, proactively addressing potential churn risks and identifying expansion opportunities
Gather customer feedback and collaborate with internal teams to improve the product and overall customer experience
Develop scalable processes to support a growing number of clients effectively

About You

6+ years of experience in customer-facing roles within a SaaS environment, ideally in a high-growth company
Strong communication and relationship-building skills, with the ability to engage stakeholders at all levels
Proven ability to drive customer engagement, retention, and expansion
Analytical mindset with experience using data to inform customer success strategies
Interest in the legal industry and/or language analytics
Ability to work independently and adapt in a fast-paced environment

Bonus Points For:

Experience in the LegalTech industry or working with law firms
Background in product management, user experience, or data analytics
Experience designing scalable customer success processes in a growing business
Track record of identifying upsell opportunities and driving revenue growth

What’s on Offer?

Competitive salary and equity package
Fully remote working with hybrid options if preferred
Private medical care
Generous PTO and sick leave
Work-from-home stipend and new laptop
Opportunity to make a significant impact in a fast-growing LegalTech company

If you're a customer success professional looking to take on a role with real impact in a high-growth, innovative environment, we’d love to hear from you.

Propel

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