Athennian

Senior Customer Success Manager

Remote (Canada), Remote (United States) · Senior

Work authorization requiredDetected 26 days ago

SwiftData AnalysisProduct ManagementProduct StrategyCorporate LawCustomer SuccessCommunicationCollaborationOrganizational Skills

About the role

As a Senior Customer Success Manager (CSM) reporting to the Director, Customer Success, you'll be a high-impact contributor who serves as the ultimate advocate for our clients, a strategic growth driver, and a data-driven decision-maker.

Drive customer renewal and retention, consistently exceeding quarterly Net Dollar Retention (NDR) goals by identifying and neutralizing churn risks early.
Develop and pilot innovative strategies to increase customer engagement and product adoption that can eventually be scaled across the wider CS team.
Collaborate with internal teams to ensure seamless onboarding and ongoing training, specifically for multi-faceted or global implementations.
Lead internal initiatives to improve Customer Success processes, playbooks, and cross-functional workflows.
Relationship Building: A natural relationship-builder who is skilled at fostering strong connections, navigating complex political landscapes within client organizations, and building trust with senior clients.
Commercial Drive: A proactive approach to assessing growth opportunities alongside experience driving deals through to close.
Own and build strong, strategic relationships with a dedicated portfolio of customers, effectively managing accounts with high architectural or organizational complexity.

As a Senior CSM, you will handle complex client use cases with a high degree of autonomy, while playing a key role in optimizing our internal CS playbooks and methodologies.
6+ years of success in a commercially-focused Customer Success role within a B2B SaaS environment, with a proven track record of handling increased account complexity.
Must be based in and authorized to work in the US/Canada, working on an EST schedule.

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.
This role requires alignment with our East Coast team.
We value ambitious, results-driven individuals who are not only proactive in identifying opportunities but are also committed to going the extra mile.
If you're a go-getter who thrives on impact and thrives in a dynamic setting, you'll fit right in.
Wide Responsibility: Our team is empowered to shape success, taking ownership from problem identification to solution implementation.
Strategic Speed: We make fast, effective decisions and embrace a bias for action to seize opportunities quickly.

Monitor customer health, proactively identifying and mitigating risks using advanced data analytics and health indicators.
Familiarity with the legal tech, governance space, entity/equity management, private equity solutions, or adjacent private equity related software.
Health, dental, and vision, long-term disability, and a Health Spending Account (HSA).
Flexible parental leave benefits, including top-ups.

Travel expected based on book of business and internal/external company events.
flexibility, security, and opportunities to grow and connect.
As a key senior contributor to our Customer Success team you will be responsible for: Own and build strong, strategic relationships with a dedicated portfolio of customers, effectively managing accounts with high architectural or organizational complexity.

This listing is sourced directly from Athennian's careers page and normalized into a canonical job model.