Customer Success Manager (Remote)

LegalOn Technologies is seeking a Customer Success Manager to help customers succeed with its legal technology products. The role manages customer relationships, onboarding, training, support, feedback, renewals, and reporting while helping refine early customer success processes.

Responsibilities:

• Establish and maintain strong, long-term relationships with the buyers and users of our product
• Understand each customer’s unique needs and business goals, aligning our solutions with their objectives
• Develop a deep understanding of our products and services
• Educate customers on how to take full advantage of our products to optimize their contract review processes
• Guide new customers through the onboarding process, ensuring their early success and usage
• Provide comprehensive and ongoing training to customers, helping them become proficient users of our technology
• Anticipate and address customer questions, issues, and challenges promptly and effectively
• Collaborate with the technical support team to ensure timely resolution of customer concerns
• Solicit feedback from customers and act as a voice of the customer within our organization
• Work with the product development team to convey customer needs and potential product enhancements
• Monitor quantitative and qualitative data about customer usage and satisfaction and identify opportunities for renewals and upselling
• Collaborate with the sales team to ensure customer retention and revenue growth
• Maintain accurate records of customer interactions and feedback
• Generate and analyze reports on customer health, usage, and success metrics, and develop action plans as appropriate

Requirements:

• 4+ years experience in a customer success or account management role
• Excellent communication and interpersonal skills, with the ability to build strong customer relationships
• Strong problem-solving and analytical abilities
• Determined and adaptable, with the ability to thrive in a fast-paced, evolving environment as we refine our product-market fit
• Proficiency in using customer relationship management (CRM) software
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• preferably within the legal or technology industry
• JD or relevant work experience in the legal/contract review space is strongly preferred