AIA Contract Documents ยท 19 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$75K/yr - $90K/yrAIA Contract Documents is seeking a motivated Customer Success Manager to support their Small and Mid-Sized Business customers. The role focuses on managing renewals, driving expansion through up-sell and cross-sell opportunities, and building strong relationships to enhance customer experiences.
ArchitectureConstructionDocument PreparationLegalSoftware
Responsibilities
Own and manage a portfolio of SMB customers, driving successful renewals and identifying up-sell and cross-sell opportunities
Proactively engage customers to understand their goals, usage, and potential growth opportunities
Confidently handle objections, resolve concerns, and mitigate churn through thoughtful problem-solving and clear communication
Guide customers through the renewal process accurately, professionally, and with a positive experience
Build strong, trusted relationships that position you as a long-term partner and advisor
Collaborate cross-functionally with Support, Product, and Finance to ensure seamless customer experiences and to drive continuous improvement
Maintain accurate account records, forecasts, and activity tracking in CRM systems
Manage a high-volume workload while maintaining exceptional quality, responsiveness, and attention to detail
Contribute positively to team culture by bringing positive energy, accountability, and a collaborative mindset
Identify trends, customer feedback, and opportunities to improve processes and customer outcomes
Qualification
Required
Proven experience in Customer Success, Account Management, Sales, or a related customer-facing role (B2B or SaaS preferred)
Strong skills in objection handling, negotiation, and consultative selling
Demonstrated success in renewal management, up-selling, and cross-selling
Excellent written and verbal communication skills, with a polished, customer-friendly tone
Ability to manage multiple priorities and high-volume workflows with grace and consistency
Customer-first mindset with a passion for delivering outstanding experiences
Strong collaboration skills and the ability to build effective cross-team relationships
Organized, detail-oriented, and comfortable working with systems, data, and deadlines
Positive attitude, sense of humor, and genuine enjoyment of working with people
Preferred
Experience working with SMB customers
Familiarity with contract documents, legal, construction, or professional services environments
Experience using CRM and financial technology tools (HubSpot, Zendesk, Stripe, etc.)
Experience in subscription-based or renewal-driven business models
Benefits
Competitive salary
Company-paid health insurance
Dental vision insurance
401(k) with company match
Work-from-home stipend
Company
AIA Contract Documents
AIA Contract Documents is a legal contract platform for the architecture, engineering, and construction sector.
Founded in 1887
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
True Wind Capital Management
2025-07-08Acquired
2020-10-30Private Equity
Leadership Team
Chris Anderson
Chief Executive Officer
Chad Polich
Chief Financial Officer
Recent News
Mergers & Acquisitions
2025-10-19
AltAssets Private Equity News
2025-07-09
2025-07-09
Company data provided by crunchbase