PERSUIT

Customer Success Manager

PERSUIT

full-time

Posted on:

Location Type: Remote

Location: New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Owning a portfolio of law firms in the US, overseeing the full customer lifecycle, from onboarding through adoption, expansion, advocacy and renewal.
  • Crafting strategic, data-driven success plans for firms, based on their goals and areas of untapped PERSUIT potential and value.
  • Managing projects and stakeholders to keep deliverables on track.
  • Running high impact meetings as you engage, consult, challenge and strategise with law firms around best practices in legal pricing, business development, and RFP and AFA strategies.
  • Training firms and investing in their self-service PERSUIT program, adoption and scalable enablement. Then driving ongoing change management.
  • Leading commercial growth opportunities through upsells and expansions.
  • Building relationships and trust with stakeholders, converting them from users to advocates, and acting as the voice of the customer for product feedback.
  • Orchestrating PERSUIT’s internal specialist resources (executives, product, engineering, support, marketing etc) to deliver outcomes for firms.
  • Contributing to internal projects, such as content creation or process improvement.

Requirements

  • 5+ years of professional experience, with 3+ years in law firms and ideally experience in a Customer Success role, with a proven track record managing strategic, high touch accounts. You have overseen multiple implementations and launches.
  • Strong understanding of how different law firms are structured, how they work, comfortable speaking confidently to both C-level administrative leaders at firms as well as law firm partners. You understand the customer software lifecycle and how to navigate complex organisations.
  • Clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You show your stakeholders how to become highly persuasive internal communicators of PERSUIT value themselves.
  • You see the bigger picture, detecting both growth opportunities and early risk signals. You work efficiently, and prioritise what matters most
  • A positive, can-do mindset that starts with “yes, and”, rather than “no, but”, and you apply it to problem-solving and collaboration.
  • Ability to travel up to 30% to firms and internal meetings or events.
  • Nice to Have
  • Background in legaltech, fintech, or enterprise SaaS. Knowledge of the legal pricing, law firm RFP process, and/or corporate legal departments.
  • Experience in a startup or scale-up environment, with the adaptability and pace it demands.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Training & Development
  • Wellness Resources

Applicant Tracking System Keywords

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

Hard skills
customer successproject managementdata-driven planningchange managementstrategic account managementimplementation oversightstakeholder engagementcontent creationprocess improvement
Soft skills
storytellingcommunicationproblem-solvingcollaborationrelationship buildingadaptabilitystrategic thinkingpositive mindsetpersuasion