Customer Success Manager – Legal Solutions

Role Overview

• Own a portfolio of 70–85 accounts across 5+ products, with primary responsibility for retention, adoption, and net revenue retention
• Drive proactive engagement through regular client touchpoints, optimization check-ins, and usage reviews that surface risk early and reinforce value
• Manage the full renewal cycle — forecasting, negotiating multi-year terms and annual price increases, and closing on time, with commission tied to retention outcomes
• Monitor product usage and adoption metrics; translate trends into proactive outreach and concrete recommendations that move clients forward
• Track and document each client's goals and success metrics throughout the lifecycle, consistently demonstrating value back to the client as milestones are reached
• Identify and flag expansion signals to the sales or account management team; collaborate to bring those opportunities to close
• Serve as the primary point of contact across the client lifecycle, building relationships at multiple levels of the client organization
• Lead high-level product training sessions, webinars, and onboarding for new users across your accounts
• Maintain regular communication with product support and retention leadership, sharing account health insights (positive and at-risk) to support overall retention efforts
• Collaborate cross-functionally with Support, Product, and Implementation teams to resolve client issues and escalate appropriately
• Contribute to knowledge base content and internal best practice documentation
• Participate in Mitratech client advocacy programs, events, and thought leadership initiatives

Requirements

• Candidates must be fluent in English (written and spoken). This role is open to candidates based in Mexico who are eligible to work in their country of residence.
• 2–4 years of experience in Customer Success, account management, or a client-facing retention role in B2B SaaS
• Demonstrated ability to manage a large, multi-product account portfolio with strong retention outcomes
• Comfort navigating renewal conversations including pricing negotiations and multi-year commitments
• Ability to learn software products quickly and communicate their value clearly to non-technical users
• Ability to analyze usage data and adoption metrics and translate them into proactive outreach and recommendations
• Excellent communication skills — clear, warm, and professional across email, phone, and presentations
• Strong organizational skills with the ability to manage a high volume of accounts and prioritize effectively
• Proficiency with Salesforce (or equivalent CRM), Google Workspace, and Microsoft Office
• Self-motivated and accountable; comfortable working both independently and cross-functionally
• Familiarity with corporate legal departments, legal operations, or enterprise compliance environments is a plus

Benefits

• We are an equal-opportunity employer that values diversity at all levels.