Apply on Employer Site

PERSUIT® · 5 days ago

Customer Success Manager

United States

Full-time

Hybrid

Senior Level

7+ years exp

PERSUIT is a mission-driven company looking for a Customer Success Manager to partner with in-house legal teams and enhance their management of outside counsel. The role involves overseeing the customer lifecycle, crafting strategic success plans, and driving change management to ensure clients derive maximum value from the platform.

Information TechnologySaaSSoftware

No H1B

Responsibilities

Owning a portfolio of enterprise clients in the US, overseeing the full customer lifecycle, from onboarding through adoption, expansion, advocacy and renewal

Crafting strategic, data-driven success plans for clients, based on their goals and areas of untapped PERSUIT potential and value

Managing projects and stakeholders to keep deliverables on track

Running high impact meetings as you engage, consult, challenge and strategise with corporate law departments around best practice outside counsel management, and RFP and AFA strategies

Training clients and investing in their self-service PERSUIT program, adoption and scalable enablement. Then driving ongoing change management

Supporting commercial growth opportunities through upsell or cross-sell

Building relationships and trust with stakeholders, converting them from users to advocates, and acting as the voice of the customer for product feedback

Orchestrating PERSUIT's internal specialist resources (executives, product, engineering, support, marketing etc) to deliver outcomes for clients

Contributing to internal projects, such as content creation or process improvement

Qualification

Enterprise SaaS Customer SuccessStrategic relationship managementProject managementData-driven success plansStakeholder engagementGrowth opportunity detectionClear communicationProblem-solvingAdaptability

Required

7+ years of professional experience, with 4+ years in Enterprise SaaS Customer Success, with a proven track record managing strategic, high touch accounts

Strong understanding of how to drive impact across the customer lifecycle and how to navigate complex organisations

Clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users

Ability to detect both growth opportunities and early risk signals

Work efficiently, and prioritise what matters most

A positive, can-do mindset that starts with 'yes, and', rather than 'no, but', and you apply it to problem-solving and collaboration

Ability to travel up to 20% to client and internal meetings or events

Candidates must have current, valid work authorization in the country where the role is based

Preferred

Background in legaltech, fintech, or enterprise SaaS

Knowledge of the legal pricing, law firm RFP process, and/or corporate legal departments

Experience in a startup or scale-up environment, with the adaptability and pace it demands

Company

PERSUIT®

PERSUIT is redefining how legal teams select and manage outside counsel by mobilizing value-based pricing models from matter intake to invoice review and payment.

Founded in 2016

New York, New York, USA

51-200 employees