Alt Legal

Customer Success Manager

United States

Sponsorship not specifiedDetected 6 days ago

SalesAccount ManagementM&AOnboardingIntellectual PropertyCustomer SuccessCustomer SupportCommunicationProblem SolvingOrganizational Skills

About the role

The Company Alt Legal is a fast-growing SaaS-based legal technology company based in New York focused on making trademark professionals' lives easier.
Please note: Interviews and onboarding for this position will be in EST (UTC -5), and after onboarding you will switch to business hours appropriate to your time zone.
Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them.

Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle.
Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality.
Identify at-risk accounts early and work with the Customer Success team to develop and execute retention plans.
Partner with the Customer Support Specialist team to ensure a seamless, consistent customer experience.
Maintain accurate and up-to-date account records and notes in our Customer Success platform (e.g. Gainsight, ChurnZero, or similar).
Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets.
Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.
Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness.
Job Description Reporting to the Head of Customer Success, the Customer Success Manager (CSM) will own a book of business made up of Alt Legal customers, guiding them from onboarding through renewal.
You will work closely with the Customer Support and Product teams to make sure your customers' voices are heard and their needs are met.

What we'd like to see in the ideal candidate: 0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar)

0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar)
internships count.

Conduct regular check-ins and business reviews with customers to monitor product adoption and account health.
We're a team of intellectually curious individuals who love learning and developing new skills.
We also offer all employees a variety of perks such as flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path.

Support the renewal process by preparing customers for upcoming contract discussions.
Help support the onboarding of newly acquired customers as Alt Legal grows through M&A, guiding them into our tools, processes, and support model.
Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.
We are LGBTQ+ friendly and encourage all candidates to apply.
We are a diverse and multi-talented virtual team.
We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community.
We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.
You will be the primary relationship owner for your accounts, helping customers get set up successfully, adopt the platform, and see ongoing value from Alt Legal's software.

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