Customer Success Manager

. Own a portfolio of law firm and corporate IP customer accounts, including onboarding, adoption, health, renewals, and expansion .

Posted 9/25/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $100,000 - $150,000 per yearWebsite

Key responsibilities & impact

Own a portfolio of law firm and corporate IP customer accounts, including onboarding, adoption, health, renewals, and expansion
Lead onboarding and training for attorneys, patent agents, paralegals, and innovation or KM teams
Build success plans with adoption and ROI milestones
Run regular business reviews with partners, IP counsel, and legal operations leaders
Monitor usage and health signals and address renewal risks
Identify expansion opportunities across practice groups, offices, and use cases and work with Sales to close them
Bring structured customer feedback to Product and Engineering and help set roadmap priorities
Work with Support and Engineering on escalations through resolution
Create CS playbooks, onboarding materials, health scoring, and scalable processes
Serve as a trusted advisor from onboarding through renewal

What you’ll need

3+ years in Customer Success, Account Management, or Implementation at a B2B SaaS company
Legaltech experience required
Experience working with law firms, in-house legal teams, or both
Understanding of billable-hour economics, partner-driven decisions, KM and innovation teams, and confidentiality and security expectations
Record of hitting retention, adoption, and expansion goals
Comfort presenting to senior attorneys and executives
Strong written communication
Highly organized, with ability to manage many accounts simultaneously
Curiosity about AI and its impact on legal work
Experience in IP, patent prosecution, or patent litigation preferred
JD, patent agent registration, or technical/scientific background preferred
Early-stage startup experience preferred
Familiarity with HubSpot or similar CRM and customer success tooling preferred

Comp & perks