88 applicants

Company

Checkbox · 5 hours ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Report directly to the Global SVP of Revenue and work closely with the Co-Founders and the Senior Management team to not only deliver excellent customer service to our North American customer base but also help shape and define customer success at Checkbox into the future.

Utilize data and analytics to monitor customer health, identify risks, and make informed decisions about account management. Drive continuous improvement by analyzing customer success metrics and outcomes.

Mentor and support junior CSMs, sharing best practices, providing guidance, and helping to elevate the overall performance of the customer success team.

Drive product adoption, positive customer experience, and positive net retention within our customer base.

Participate in the onboarding and implementation process for new customers (owned by our implementation team), ensuring quality and timely delivery of projects by Checkbox and/or implementation partners.

Be the voice of the customer, helping address escalated customer issues with speed and urgency, orchestrating and rallying resources within the company as needed.

Scope, design and implement legal workflows for customers on the Checkbox platform, enabling self-serve contracting, automated approvals & many more use cases.

Develop and maintain strong relationships with key customer stakeholders.

Collaborate with the sales team in pre-sale trials, discovery workshops, and business case development to ensure a seamless transition from sales to customer success. Provide technical expertise and strategic input to support the sales process.

Develop and maintain a professional and personal brand within the legal and legal ops community as a key representative of Checkbox.

Create an effective feedback loop of customer insights and legal ops best practices between customers and the broader organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementAccount ManagementLegal OperationsTechnical AcumenData AnalyticsSoftware ConfigurationEnterprise Account ManagementStakeholder ManagementProject ManagementRelationship Building

Required

5 years of experience (or more) in customer success or account management, with a proven track record of managing large, complex enterprise accounts and delivering results.

Experience in providing product support and facilitating solution design workshops is essential.

You are a lawyer or in legal operations, and/or you have experience with lawyers, law firms, and/or in-house legal departments.

You have a deep understanding of the challenges facing legal teams, and opportunities for efficiencies and operational improvements.

You have strong technical acumen, with experience configuring software platforms, managing technical projects, and developing integrations.

You are creative, driven, and have strategic vision to help launch new customers and the care and attention to grow existing customers.

You are willing to consistently go beyond the call of duty for the team, and to challenge the status quo to help Checkbox be better.

You are self-motivated, relentless, organized, and determined to overcome roadblocks.

You are able to balance short-term and long-term revenue objectives, and balance reactive customer demands with a pro-active mindset.

You have proven to thrive in an entrepreneurial environment that absorbs rapid change and disruption.

You have demonstrated success in managing complex enterprise projects with multiple stakeholders.

You have demonstrated success in maintaining strong, long-lasting relationships and the ability to inspire trust and confidence in others.

You are outcome-oriented, adaptable, collaborative, memorable and personable.

You take ultimate ownership over the success of your clients, and make every decision with an eye towards customer experience and customer satisfaction.

Benefits

Competitive salary & equity

Insurance coverage – We cover your health insurance, including dental and vision.

401K savings – We match contributions to your 401K retirement savings.

Generous and flexible leave – We provide 20 days paid leave a year (paid as cash if unused) and parental leave (including secondary carer), with a culture of approving and encouraging time off as needed.

Remote working arrangements – Our US team is distributed across the country, meaning you can work from wherever you’d like provided it is within the country.

Personal learning & development budget - Continuous development and growth (#suckless) is one of our core values, and we believe in investing in our own home-grown leaders.

Expense policy – You can expense small work-related items and salary sacrifice larger items within reason.

Company-wide social events – We have some wicked annual off-sites (past events include a massive boat party, a few days stay in a mansion in Australia’s wine region, and a week in Bali!)

Transparent & open culture - Enjoy the benefits of an open culture where all questions and feedback are welcomed so we can be a better company day by day.