Customer Success Manager

Athennian is a company that increases trust in business by helping legal, finance, and tax teams be transaction and audit-ready. The Customer Success Manager will build relationships with clients, drive customer renewal and retention, and collaborate with internal teams to enhance customer engagement and product adoption.

Responsibilities:

• Own and build strong, strategic relationships with a dedicated portfolio of customers
• Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals
• Identify and capitalize on opportunities for revenue growth
• Develop innovative strategies to increase customer engagement and product adoption
• Collaborate with internal teams to ensure seamless onboarding and ongoing training
• Serve as the primary point of contact for customer escalations, ensuring swift resolution
• Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations
• Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns
• Monitor customer health, proactively identifying and mitigating risks

Requirements:

• Proven success in a B2B SaaS environment, with 2+ years of experience thriving in a commercially-focused Customer Success role
• A natural relationship-builder, skilled at fostering strong connections and trust with clients
• Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion
• Proactive approach to assessing growth opportunities and experience driving deals through to close
• Empathetic and customer-centric, with a passion for understanding and exceeding client expectations
• Excellent communicator, adept at simplifying complex issues and conveying information clearly
• Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively
• Familiarity with the legal tech space and entity and/or equity management solutions
• Travel expected based on book of business and internal/external company events
• An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level
• Experience working at a law firm or with an in-house legal team
• Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business