Customer Success Manager - Law.com

Department: Commercial • Employment Type: Full Time • Location: New York • Compensation: $66,300 / year

About the role

Centellic is seeking a customer-facing Customer Success Manager to support a portfolio of customer accounts and help legal professionals maximize the value of Centellic's legal intelligence and information solutions. The CSM will work closely with customers across the historic ALM portfolio, including Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault. The ideal candidate is customer-focused, eager to learn, and passionate about helping customers achieve their business objectives through effective product adoption and engagement.

Responsibilities

• Support the management of a portfolio of customer accounts across the Law.com product portfolio.
• Build relationships with customer stakeholders and serve as a reliable day-to-day contact.
• Assist customers with onboarding activities and product adoption initiatives.
• Help customers identify ways to incorporate products into their workflows and business processes.
• Proactively engage customers to ensure a positive customer experience.
• Promote usage and adoption of Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault.
• Deliver introductory product training sessions and support webinars.
• Monitor user engagement and follow up with customers to encourage adoption.
• Share product updates, new features, and best practices with customers.
• Assist in creating customer communications and educational materials.
• Monitor customer activity and engagement levels.
• Escalate customer concerns and potential renewal risks to senior team members.
• Maintain accurate customer records and activity notes in company systems.
• Collaborate with Customer Care, Product, and Sales teams to resolve customer issues quickly.
• Support renewal efforts by helping ensure customers realize value from their subscriptions.
• Gather customer feedback regarding product functionality, content, and user experience.
• Share customer insights with Product, Editorial, Marketing, and Sales teams.
• Participate in customer surveys, feedback initiatives, and advocacy programs.
• Help identify common customer questions and contribute to knowledge-sharing efforts.
• Collaborate closely with Customer Success Managers, Account Executives, and Customer Care teams.
• Participate in training and development programs to build product and industry knowledge.
• Contribute ideas for improving customer engagement and onboarding processes.
• Learn customer success best practices and develop consultative customer management skills.

Requirements

• 1-3 years of experience in Customer Success, Customer Support, Account Management, Client Services, Sales Support, Hospitality, or a related customer-facing role.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Comfortable learning new technologies and software platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a desire to help clients succeed.

Preferred Qualifications

• Familiarity with SaaS, subscription-based products, or information services.
• Experience using CRM or customer success platforms (such as ChurnZero, Gainsight, or Plan Hat).
• Interest in legal, professional services, research, media, or information products.
• Experience delivering presentations, training, or customer support.

Key Performance Indicators

• Customer engagement activity
• Product adoption and utilization
• Completion of onboarding milestones
• Timely follow-up on customer requests and issues
• Customer satisfaction feedback
• Accuracy of customer records and account activity
• Contribution to retention and renewal support efforts
• Professional development and product knowledge growth

About Centellic

Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk, and opportunity. Through proprietary data, deep market expertise, and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends and the clarity and confidence to act when decisions matter.

At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made. Our people are at the heart of that work. Every individual plays an important role, bringing curiosity and high standards to everything they do. Those who thrive here take ownership, care deeply about their work, and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing, and building something extraordinary.

Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful, and driven, we take our work seriously without taking ourselves too seriously.

Benefits

• 15 vacation days, 12 company holidays, three personal days, one day to volunteer at the organization of your choice, plus a day off for your birthday each year
• Choice of three Cigna health insurance plans, two dental plans, and vision coverage
• Health Savings Accounts (HSA) and Flex Spending Accounts (FSA)
• Comprehensive wellness program
• Employer-paid life insurance
• Employer-paid short-term and long-term disability insurance
• Accident and critical illness insurance
• 401K and Roth retirement savings plans with employer matching
• Employee Referral Awards
• Tuition reimbursement after 1 year of service
• Commuter Benefits