Customer Success Manager

About LawConnect

LawConnect aims to simplify the process of obtaining legal assistance by empowering individuals to understand their legal issues, gain confidence, and connect with the right legal professionals when they need it most. By integrating advanced AI technology with a leading lawyer marketplace, LawConnect is revolutionizing how consumers access legal services. Supported by one of the largest legal software companies worldwide, it combines the stability of an established corporation with the agility of a dynamic startup focused on innovation and growth.

Role Overview

As the second Customer Success Manager joining a small but rapidly expanding team, you will play a critical role in supporting law firms using LawConnect’s platform—from initial onboarding through ongoing retention and account growth. Your responsibilities include gaining deep insight into the operations of your assigned firms, helping them leverage the lead generation platform to meet their business goals, detecting early signs of customer churn, and serving as the customer advocate to Product and Marketing teams. The end objective is to ensure client firms remain satisfied, grow their usage, and enthusiastically recommend the service.

Key Responsibilities

• Lead structured onboarding programs for new paying firms, establishing defined success criteria from the start.
• Develop and maintain trusted relationships with firm owners and principal stakeholders via regular check-ins and comprehensive account reviews.
• Encourage product uptake and guide clients as they transition to monthly subscription plans and higher-value service tiers.
• Continuously monitor customer health metrics, identify early risk signals, and proactively intervene to prevent cancellations.
• Discover and capitalize on opportunities for account expansion and upselling within your portfolio.
• Respond promptly to inbound queries and efficiently address platform issues, involving technical teams as necessary.
• Analyze customer usage and revenue data to understand growth drivers and barriers across managed accounts.
• Provide actionable client insights to Product and Marketing to improve offerings and communication strategies.

Candidate Requirements

• Minimum of three years’ experience in Customer Success, Account Management, or Relationship Management roles.
• Proven experience managing paying B2B customers, ideally within SaaS or platform businesses.
• Strong background in onboarding and implementation processes.
• Proficiency in analyzing usage data to identify growth potential and early risk factors.
• Excellent verbal and written communication skills, capable of engaging professionally with law firm partners.
• Experience serving legal, professional services, or small business clients is strongly preferred.

Personal Attributes

• Excellent listener who builds credibility through knowledge and expertise rather than persuasion.
• Commercially minded but leads interactions with empathy, aiming for genuine client success beyond contract renewals.
• Consistent in following through on commitments independently.
• Comfortable discussing topics related to value, pricing, and performance candidly.
• Enjoys transforming complex challenges into clear, actionable plans.

Why Join LawConnect?

• Your contributions will impact real-world issues, supporting local law firms to deliver excellent service to their communities.
• You’ll enjoy meaningful autonomy and responsibility working on substantial, complex projects in a small, motivated team.
• Collaborate with passionate colleagues who deeply care about their work.
• Experience a startup atmosphere with rapid decision-making and career growth opportunities, backed by a major global legal software company.
• Flexible and hybrid work options promoting collaboration and innovation.
• Access to ongoing career development and learning opportunities in a scaling organization.
• Engage in social events, celebrations, sports teams, and exclusive experiences such as sailing and yacht outings.
• Benefit from well-being initiatives including extra time off and gym memberships.
• Work in an energetic tech environment that prioritizes innovation and forward-thinking.
• Opportunity to participate in the LEAP Home program to assist with purchasing a primary residence.