Customer Success Lead, Commercial

About the role

Manage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion.
Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeks.
Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accounts.
Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews.
Build and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account.
Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program.
Partner with the Support Lead on recurring ticket themes that indicate product or process gaps.
Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion.

Responsibilities

• Manage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion
• Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeks
• Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accounts
• Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews
• Build and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account
• Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program
• Partner with the Support Lead on recurring ticket themes that indicate product or process gaps
• Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion

Requirements

3–5 years of B2B Customer Success experience managing a high-volume SMB or mid-market book
Proven ability to balance scale and personalization — you know how to manage 50+ accounts without every one feeling like a number
Strong analytical instincts: comfortable using product usage data and CRM signals to prioritize your attention
Excellent written communication — a lot of your relationship-building happens via email and portal messages
Experience building or following playbooks in a fast-moving environment
Comfortable with ambiguity and eager to build — this is an early-stage role with a lot of whitespace
Legal tech, healthcare, or document management SaaS background a plus, not a requirement

Qualifications

• 3–5 years of B2B Customer Success experience managing a high-volume SMB or mid-market book
• Proven ability to balance scale and personalization — you know how to manage 50+ accounts without every one feeling like a number
• Strong analytical instincts: comfortable using product usage data and CRM signals to prioritize your attention
• Excellent written communication — a lot of your relationship-building happens via email and portal messages
• Experience building or following playbooks in a fast-moving environment
• Comfortable with ambiguity and eager to build — this is an early-stage role with a lot of whitespace
• Legal tech, healthcare, or document management SaaS background a plus, not a requirement

Skills

• B2B Customer Success experience
• Ability to balance scale and personalization
• Strong analytical skills
• Effective written communication
• Experience building or following playbooks
• Comfortable with ambiguity and eager to build
• Legal tech, healthcare, or document management SaaS background

Benefits

• Automate record retrieval through innovative engineering and relentless execution
• Support practices ranging from Plaintiff Law to Specialty Healthcare
• Well-funded, rapidly growing team focused on growing 100x from where we are today
• Opportunity to work with a mission-driven team committed to making a difference in the legal industry

Pay

• Competitive salary based on experience and qualifications
• Performance-based bonus structure
• Health insurance benefits
• 401(k) retirement plan

Schedule

• Full-time position
• Flexible work schedule with occasional travel required