Customer Success Manager, Law Firms

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Law Firms based in United States. As a Customer Success Manager, you’ll own retention and revenue growth across a portfolio of law-firm customers. You’ll build trusted relationships with firm owners, managing partners, and operations leaders, becoming a strategic advisor rather than a traditional support contact. The role focuses on identifying expansion opportunities across offices, attorneys, practice areas, and jurisdictions to increase customer value and revenue. You’ll use customer data, usage trends, revenue, and sentiment to identify risks early and develop actionable growth strategies. Working closely with Account Executives, you’ll help new customers transition into sustained, high-value partnerships. You’ll maintain a clear expansion pipeline and portfolio forecast while coordinating internal teams and customer escalations. This is a commercially accountable, customer-facing role in a fast-growing legal technology environment, with approximately 20–25% travel.