Aderant

Client Success Manager

Aderant

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Translate customer goals and challenges into clearly defined success outcomes
  • Develop and maintain structured plans that align outcomes, actions, owners, and timelines
  • Track progress and ensure closure of root causes impacting client success
  • Drive adoption and effective use of assigned Aderant solutions
  • Guide customers on best practices, workflows, and operationalization
  • Support time-to-value through structured planning and ongoing engagement
  • Monitor client health indicators (usage, adoption progress, CSAT, engagement signals)
  • Identify and address risk early in partnership with Support, Product, Professional Services, and Sales
  • Initiate structured recovery plans when outcomes or relationships are at risk
  • Serve as the central point of coordination across internal teams to ensure success
  • Set and manage expectations with customers and internal stakeholders
  • Maintain clear, consistent communication with customers regarding progress, risks, and next steps

Requirements

  • 3–7+ years of experience in Customer /Client Success, Professional Services, Implementation, Support, Consulting, or related client-facing roles in a B2B SaaS or technology-enabled services environment
  • Demonstrated ability to own customer outcomes, including driving adoption, value realization, risk mitigation, or recovery through structured plans
  • Strong capability translating complex products and technical concepts into clear business outcomes for customers
  • Proven experience coordinating across cross-functional teams (Support, Product, Professional Services, Sales) to resolve issues and achieve results
  • Ability to manage multiple customer relationships with strong prioritization, organization, and follow-through
  • High emotional intelligence with the ability to build trusted advisor relationships, including in high-pressure or escalated situations
  • Comfort using data, usage insights, and health indicators to identify risk, demonstrate value, and guide customer conversations
  • Disciplined communicator with strong written, verbal, and documentation skills
  • Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango, or similar) preferred
Benefits
  • Health insurance
  • Retirement plans
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successrisk mitigationvalue realizationstructured planningadoption drivingdata analysisusage insightshealth indicatorscross-functional coordinationB2B SaaS
Soft Skills
emotional intelligencerelationship buildingprioritizationorganizationcommunicationdocumentationproblem-solvingstakeholder managementfollow-throughadaptability