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Actionstep · 1 day ago

Customer Success Manager

Denver, CO

Full-time

Hybrid

Mid Level

$80K/yr - $100K/yr

4+ years exp

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. The Customer Success Manager is responsible for developing and maintaining customer relationships to ensure full adoption of Actionstep products and drive long-term customer retention.

Information TechnologyLegalSoftware

Responsibilities

Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs

Serve as the primary interface to manage and resolve any critical situations

Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services

Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle

Proactively drive accounts with minimal oversight

Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders

Meet regularly with customers in person

Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience

Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc

Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization

Facilitate quarterly business reviews (QBR's) with all assigned accounts 40+

Maintain a revenue base by managing account retention and renewal

Drive upgrade revenue through increased product adoption and increased usage

Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth

Update and maintain Customer Success database (Churn Zero) with the most relevant account details

Qualification

Customer SuccessAccount ManagementCRM/CSM ApplicationsCommunication SkillsLeadership SkillsTechnical SkillsConsultative ApproachProblem SolvingTeamworkAdaptability

Required

4-6 years of relevant experience in customer success, account management, or a related customer-facing role (preferably in a SaaS or legal technology environment), or an equivalent combination of experience and education

Exceptional leadership and communication skills, with the ability to engage in and manage difficult discussions with senior-level and C-suite stakeholders while maintaining professional composure and confidence

Strong team player with a detail-oriented and highly organized approach to managing tasks of varying priority and stress levels in a fast-paced environment

Comfortable and effective in phone-based and virtual interactions, with a professional, patient, and balanced demeanor suited for conflict resolution and problem-solving

Self-motivated and results-oriented, with a passion for transforming how legal information is created, consumed, and utilized to enhance practice efficiency and improve patient outcomes

Ability to work independently with minimal direction, taking initiative and thriving as part of a collaborative Customer Success team

Empathetic communicator with a consultative mindset, adept at understanding and addressing customer perspectives to drive success

Working knowledge of CRM/CSM applications such as Salesforce and/or ChurnZero is a plus; proficiency in learning and leveraging new software tools is essential

Skilled at multitasking and shifting focus/priorities on the fly, ensuring customer satisfaction and business goals are met in dynamic settings

Bachelor's degree in Business, Communications, Legal Technology, or a related field (or equivalent professional experience)