Customer Success Manager - LegalFiles

📋 Description

• Build and maintain strong relationships with LegalFiles customers, serving as the primary point of
• Understand customer objectives, identify challenges, and develop strategies that improve
• Translate legal operations challenges, including billing issues, matter management gaps, and
• Support customers through onboarding, configuration recommendations, and platform best practices
• Coordinate support escalations with Product, Engineering, and Support teams, facilitating timely
• Communicate customer feedback, recurring challenges, and enhancement requests to internal

🎯 Requirements

• At least five years of experience in Customer Success or another customer-facing role, such as
• Demonstrated success supporting enterprise customers in a SaaS environment, preferably within B2B
• Familiarity with legal operations processes, including electronic billing platforms, matter
• Awareness of legal billing audit practices and standards such as LEDES and UTBMS.
• Strong relationship-building, communication, and stakeholder management skills, with the ability to
• Experience mapping business processes, identifying inefficiencies, and recommending automation and

🎁 Benefits

• Competitive compensation: Base salary determined by skills, education, experience, and work
• Annual incentive: Eligibility for an annual discretionary bonus.
• Comprehensive healthcare: Three medical plan options, plus dental and vision coverage.
• Health savings support: Employer contributions to a Health Savings Account (HSA) for employees
• Retirement savings: 401(k) plan with a 100% employer match on the first 3% of employee
• Flexible time off: Flexible paid time off, seven sick days, and nine paid company holidays annually.