Athennian

Customer Success Manager

Remote (Canada), Remote (United States)

Sponsorship not specifiedDetected 16 days ago

Account ManagementLogisticsCorporate LawCustomer SuccessCommunicationCollaborationProblem SolvingOrganizational Skills

About the role

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

Retention & Growth: Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals, identifying expansion opportunities and managing upsell conversations.
Cross-Functional Collaboration: Partner with internal teams (such as Onboarding, Support, and Product) to ensure seamless implementations and convey customer feedback effectively.
Escalation Management: Serve as a primary point of contact for customer issues, working efficiently to resolve roadblocks and maintain high customer satisfaction.
Relationship & Commercial Skills: Proven ability to build trust with stakeholders, proactively drive renewals, and identify expansion opportunities.
Organization: Highly organized and detail-oriented, with the ability to manage a diverse portfolio and competing priorities simultaneously.

3-5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS.
Familiarity with legal tech, governance, entity management, or private equity software is a strong asset.
Excellent verbal and written skills, with the ability to explain complex workflows clearly to both day-to-day users and decision-makers.

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.
To apply, you'll need to be eligible to live and work in one of those two countries - we can't wait to hear from you.
We value ambitious, results-driven people who spot opportunities, take initiative and go the extra mile.
Collaboration fuels our growth as we take on new challenges, learn constantly and move quickly.
If you're a go-getter who thrives on impact, 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.

Problem-Solving: Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues.

Monitor customer health and product usage data to proactively drive engagement, feature adoption, and healthy user habits.
Prepare and execute regular business reviews with clients to demonstrate ROI, review health metrics, and align on their evolving business goals.
Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues.
Health, dental, vision, long-term disability and a Health Spending Account (HSA).
Flexible parental leave, including top-ups.
Work-Life Balance: A minimum of 3 weeks vacation, 5 sick days and 6 personal/flex days, plus a company-wide winter holiday shutdown.

As a key contributor to our Customer Success team, you will be responsible for: Relationship Management: Own and build strong, trusted relationships with a dedicated portfolio of customers, ensuring they see continuous value from Athennian.

Located in and authorized to work in the US/Canada (working on an EST schedule); open to occasional travel for client and company events.

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