Customer Success Manager

Jigsaw

Customer Success Manager serving law firms across the Americas. Managing client relationships and driving adoption of legal technology solutions in a hybrid work environment.

Posted 6/25/2026full-timeNew York City • New York • 🇺🇸 United StatesJunior💰 $77,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact and trusted advisor for a book of 15-25 law firm clients
Develop deep understanding of each client's business objectives and success metrics
Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot
Monitor customer health signals to identify at-risk accounts before renewal
Lead renewal negotiations, structuring agreements that reflect delivered value
Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
Deliver high-impact training sessions, workshops, and demos for end-users
Identify and cultivate champions within client organizations
Partner closely with Sales, Product, and Product Success teams

Requirements

What you’ll need

1-3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV)
Proven ability to independently manage a portfolio of 15-25 accounts with varying health scores and engagement levels
Experience negotiating renewals and expansion deals
Background in legal, legal tech, professional services software, or highly regulated industries is a strong plus
Proficiency with CRM tools (Hubspot preferred)
Comfortable with SaaS products and ability to learn technical features quickly
Exceptional verbal and written communication skills
Positive, high-energy presence
Thrive in ambiguity

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementnegotiationportfolio managementrenewal managementexpansion dealstrainingworkshopsdemosB2B SaaS

Soft Skills

communicationpositive presencehigh-energyability to thrive in ambiguityrelationship buildingstrategic thinkingproblem-solvingadaptabilityclient advocacycollaboration