Lexamica · 20 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$55K/yr - $75K/yr
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Responsibilities
Retention & Renewals: Cultivate strong client relationships to drive satisfaction and secure contract renewals.
Ownership of Refer Firms: Act as the dedicated owner of all Refer firms, especially Pro Plan clients, with a deep understanding of how each firm is performing. Continuously drive adoption and engagement by proactively planning and executing next steps. Serve as the team expert on these firms.
Coaching & Partnership: Provide guidance on referral best practices, positioning Lexamica as an indispensable partner for firm success.
Responsive Support: Act as a trusted advisor, resolving client concerns promptly and proactively.
Fee Sharing Agreements: Facilitate and manage fee-sharing agreements and connections between firms as needed, ensuring compliance and alignment with client expectations.
Onboarding & Adoption: Seamlessly guide clients through implementation, ensuring effective use of Lexamica's products.
Leading Kickoffs: Lead client kickoff meetings, setting clear expectations and aligning goals with clients, sales, and other stakeholders.
Training & Enablement: Deliver tailored training sessions to maximize client utilization and outcomes.
Project Management: Oversee the implementation and launch process, including maintaining project tracking in Asana to ensure timely and successful outcomes.
Support Documentation: Develop clear, actionable support materials to empower clients and enhance platform success.
Strategic Initiatives: Develop and drive strategic initiatives to enhance client success, deepen product adoption, and improve the overall customer experience.
Customer Feedback: Actively gather and share client feedback with the product team to inform improvements, new features, and overall product strategy.
Other Duties: Contribute to customer success initiatives and support team projects as needed.
Qualification
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Required
Proven experience in client management, customer success, account management, or a related role, preferably in consulting, B2B SaaS, or legal tech.
Demonstrated ability to take initiative, act with urgency, and inspire action in a fast-paced environment.
Proactive communicator who is the first to identify and escalate issues, own challenges, and deliver solutions.
Strong listening skills and the ability to approach complex problems with curiosity and thorough analysis. Eagerness to continuously learn and improve.
Empathy and professionalism in treating every referral and client interaction with care, as though it’s a personal connection.
Exceptional written and verbal communication skills, with the ability to train and coach clients effectively.
Benefits
Health, dental, and vision insurance
Opportunity for remote work (US) or in-office + hybrid work in the Little Rock, AR Metro area
Flexible PTO
Company
Lexamica
Lexamica is a full-service platform designed to help your firm automate your referral program and generate more revenue by connecting with the right attorneys across the country.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Jonathan Taylor
Chief Technology Officer
Company data provided by crunchbase
