Customer Success Manager - Legal Technology

The Customer Success Manager - Legal Technology will play a pivotal role in ensuring client satisfaction and driving customer success for the legal tech industry. This position is remote and requires a professional with a passion for building strong client relationships and fostering long-term partnerships.

Our client is a venture-backed legal technology company focused on improving how litigation teams produce high-quality legal documents. Established in the early 2020s, the company has built a software platform that removes repetitive, manual drafting work from the litigation process, enabling attorneys to work more efficiently and consistently. With a lean, high-caliber team and leadership that blends deep legal expertise with strong technical backgrounds, the company has seen steady year-over-year growth and increasing adoption among law firms. As client demand continues to scale, the organization is investing in its Customer Success function to ensure an exceptional client experience from onboarding through long-term engagement.

Description

This role will serve as the primary owner of customer success and support operations, balancing daily client needs with proactive improvements to processes, workflows, and retention strategy. The Customer Success Manager will work closely with leadership to ensure customers are successful, supported, and continuously realizing value from the platform. This is a highly visible role with clear potential to evolve into a leadership position, including building and managing a small customer success team as the company grows.

Key Responsibilities

• Customer Ownership: Serve as the main point of contact for clients, managing day-to-day inquiries and support needs while maintaining a high standard of service.
• Proactive Support: Shift customer success from reactive issue resolution to proactive problem prevention through thoughtful solutions and improved workflows.
• Onboarding & Adoption: Guide new customers through onboarding, training, and early usage to ensure a smooth and successful launch.
• Process Improvement: Analyze client feedback and support data to recommend and implement enhancements to customer success operations.
• Issue Resolution: Handle a manageable volume of daily requests (approximately 4-5 per day), ensuring timely and effective resolution.
• Client Experience: Continuously improve customer satisfaction, engagement, and retention through thoughtful communication and follow-up.
• Future Leadership: Support the foundation of scalable customer success practices with the opportunity to lead and mentor others over time.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans, and all other qualified applicants.

Profile

This role is ideal for someone who enjoys working closely with customers, thrives in a self-directed environment, and wants to help build a customer success function from the ground up.

Experience & Background

• 3+ years of experience in Customer Success, Client Support, or Customer Service within a SaaS or technology-driven organization
• Experience supporting professional services clients; legal or LegalTech exposure is helpful but not required
• Comfortable working with attorneys and senior-level professionals
• Proven ability to operate independently in a remote setting
• Experience in B2B SaaS customer support or success environments strongly preferred

Skills & Attributes

• Strong communication and problem-solving skills
• Process-oriented mindset with a focus on continuous improvement
• Technically curious and comfortable navigating software platforms
• Organized, proactive, and self-motivated
• Collaborative and adaptable in a fast-growing startup environment

Job Offer

• Base Salary: Target range of $90,000-$105,000 (flexibility for highly experienced candidates)
• Incentives: Opportunity for performance-based bonuses
• Long-Term Upside: Potential for profit-sharing as the company scales
• Work Model: Fully remote with flexible expectations
• Culture: Small, collaborative team with direct access to leadership