Team Lead, Customer Success Manager

What You Will Accomplish:

• Lead and Mentor Emerging Talent: Guide and develop 3-4 Customer Success team members (L1-L2 CSMs) through regular coaching, training sessions, and performance feedback to accelerate their professional growth and client management capabilities.
• Drive Client Retention and Growth: Manage a portfolio of 20 small to mid-sized accounts plus overflow, achieving 90%+ retention rates and identifying 15+ annual upsell opportunities to drive expansion revenue.
• Serve as Escalation Expert: Handle complex client issues and serve as the primary escalation point for your team, ensuring swift resolution and maintaining NPS scores of 80%+.
• Deliver Strategic Client Engagement: Conduct quarterly business reviews (QBRs) that demonstrate clear ROI, drive deeper product adoption, and strengthen long-term client relationships.
• Optimize Product Adoption: Achieve 110%+ Matter utilization across your portfolio while coaching team members to drive similar adoption rates with their accounts.
• Develop Team Capabilities: Design and deliver training programs that enhance team product knowledge, client management skills, and customer success best practices.
• Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to ensure seamless client experiences and provide valuable feedback for continuous improvement.

What We Are Looking For:

• Emerging Leadership Skills: Natural mentor and coach with the ability to inspire and develop junior team members while maintaining high personal performance standards.
• Legal Industry Knowledge: Solid understanding of law firm operations, legal workflows, and the challenges facing small to mid-sized legal practices.
• Customer Success Expertise: Strong foundation in customer success methodologies, retention strategies, and expansion techniques with proven results.
• Problem-Solving Excellence: Exceptional troubleshooting abilities with experience managing complex client escalations and finding creative solutions.
• Communication Mastery: Outstanding verbal and written communication skills with the ability to present to diverse stakeholders and facilitate productive team discussions.
• Adaptability and Growth Mindset: Thrives in a fast-paced environment while balancing individual account management with team leadership responsibilities.

You Will Thrive in This Role If You Have:

• 4+ years of Customer Success experience with 1-2 years in a team lead or mentoring capacity, preferably in B2B SaaS environments.
• Legal tech or professional services experience with understanding of how small to mid-sized firms evaluate and implement technology solutions.
• Portfolio management success with proven ability to manage 15+ accounts simultaneously while maintaining high client satisfaction and retention rates.
• Training and development experience with a track record of successfully onboarding and developing junior team members.
• Escalation management expertise with experience resolving complex client issues and turning challenging situations into success stories.

Benefits:

• 💰 Competitive Salary & Equity
• 💹 401(k) Program with Employer Matching
• ⚕️ Health, Dental, Vision and Life Insurance
• 🩼 Short Term and Long Term Disability
• 🚗 Commuter Benefits
• 🧑‍💻 Autonomous Work Environment
• 🖥️ Office Setup Reimbursement
• 🏝 Flexible Time Off (FTO) + Holidays
• 🚀 Quarterly Team Gatherings
• 🥪 In office Perks