Customer Success Manager

• Serve as the primary point of contact for a portfolio of legal industry clients
• Develop strategic relationships
• Act as a consultative advisor
• Use Gainsight daily to monitor health scores, automate workflows, log activities, and manage proactive engagement and risk alerts for accounts with churn or low engagement risks.
• Ensure smooth product adoption tailored to legal workflows and compliance requirements.
• Manage renewals, identify upsell and cross-sell opportunities and drive account growth.
• Advocate internally for client needs
• Conduct regular business reviews (QBRs) to demonstrate ROI and adoption
• Maintain detailed records of client interactions, milestones, and sentiment using Gainsight Timeline and CTAs
• Understand and address the unique challenges, regulatory requirements, and compliance nuances of legal clients, offering tailored solutions and best practices.

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