Customer Success Manager

About Us Our platform connects lawyers with high-intent legal consumers through AI-powered advertising — and we're growing fast. We're looking for a Customer Success Manager who genuinely cares about client outcomes and wants to be a key part of that growth. The Role As a Customer Success Manager, you'll own the full lifecycle of a portfolio of attorney and law firm clients — from onboarding through long-term retention and expansion. You'll be the primary relationship owner, the first call when something isn't working, and the person who proactively spots opportunities before clients even think to ask. This is a relationship-driven, results-oriented role. You'll work closely with Sales, Product, and Marketing to make sure clients are getting value from the platform and that we're constantly improving how we deliver it. What You'll Do Onboarding -Guide new clients through setup and get them live on the platform as quickly as possible -Run welcome calls, confirm account configuration, and make sure clients know how to use their dashboard -Identify and resolve friction in the early experience before it becomes a churn risk Retention & Relationship Management -Own a portfolio of active accounts and serve as their main point of contact -Conduct regular check-ins and performance reviews to demonstrate value and keep clients engaged -Proactively identify at-risk accounts and take action before clients decide to leave -Resolve escalations quickly and bring in the right internal resources when needed Expansion -Spot natural opportunities for clients to grow their investment — new markets, additional products, or broader usage -Position upsell conversations around client results, not sales pressure -Internal Collaboration -Work cross-functionally with Sales, Product, and Marketing to flag client feedback and inform platform improvements Participate in regular team reviews to sharpen the onboarding and retention playbook What We're Looking For -2–4 years in customer success, account management, or a client-facing SaaS or digital services role -Proven track record managing a portfolio with measurable retention and growth outcomes -Strong communicator — you can simplify complex topics and build trust quickly -Analytical mindset — comfortable reviewing performance data and using it to drive conversations -CRM proficiency (HubSpot, Salesforce, or similar) -Can work USA time zones -Must be fluent in English -Organized and proactive, capable of managing multiple accounts without dropping the ball Bonus: experience in legal tech, marketing technology, digital advertising, or early-stage SaaS. Compensation $40-$50/hr, 20 hrs a week. How to Apply Send your resume and a brief answer (3–5 sentences) to: Tell us about a time you saved a client who was at risk of churning. What did you diagnose, what did you change, and what was the result?