Senior Customer Success Manager

Responsibilities

• Own Business Outcomes, Not Products
• Manage a portfolio of high-value, multi-product law firm accounts.
• Align each client to defined performance KPIs: leads, cost per lead, signed cases, cost per case, ROI.
• Translate multi-channel activity into measurable business impact.
• Drive renewals, expansion, and portfolio growth through proven performance.
• Deploy AI-driven reporting and alerting to identify performance shifts before clients do.
• Lead Cross-Portfolio Strategy
• Coordinate visibility (directories, profiles, paid placements), marketing (PPC, lead gen, website), and conversion (intake, CRM integration) into a unified strategy.
• Partner with Paid Media, Product, Marketing, Reporting, and Operations to ensure campaigns are optimized toward case outcomes.
• Ensure CRM integrations are implemented and maintained to enable lead-to-case tracking and closed-loop reporting.
• Identify and implement automation opportunities across onboarding, reporting, escalation, and QBR workflows.
• Escalate and resolve operational blockers that impact performance.
• Adopt and Contribute to an Agent-First Function
• Champion the design and deployment of AI agents across the CSM workflows, including automated performance monitoring, intake analysis, anomaly detection, and client communication drafting.
• Identify repetitive, high-volume CSM tasks that can be delegated to AI agents, and lead their implementation with support from Product and Engineering.
• Develop and maintain a personal toolkit of AI-assisted workflows (prompt libraries, agent configurations, automation stacks) that accelerate your work and serve as a model for the team.
• Contribute to building a team culture where AI augmentation is expected, iterated on, and shared — not optional.
• Provide feedback on AI tooling, identify gaps, and partner with Product to influence the roadmap for agent-based CSM capabilities.
• Executive-Level Client Partnership
• Conduct structured monthly performance reviews grounded in data, strategy, and forward-looking AI-driven insights.
• Translate performance dashboards (increasingly AI-generated) into business narrative and recommended actions.
• Manage sophisticated stakeholders including managing partners, marketing directors, and intake leaders.
• Maintain proactive communication around risks, performance shifts, and growth opportunities.
• Performance & Data Leadership
• Analyze multi-channel reporting across directories, PPC, lead programs, website performance, and CRM data.
• Leverage AI tools to surface trends, attribution gaps, and optimization opportunities at a pace not possible manually.
• Ensure alignment between marketing performance and case conversion data.
• Contribute to the evolution of reporting systems, dashboards, performance benchmarks, and AI-assisted insight generation.
• Revenue & Margin Accountability
• Identify expansion opportunities across the portfolio.
• Proactively mitigate churn and downsell risk by using predictive signals and automated health scoring where available.
• Understand unit economics, portfolio margin impact, and growth thresholds.
• Partner with Sales during renewal cycles and expansion motions.
• Scale the Program
• Contribute to best practices, playbooks, onboarding frameworks, and performance standards.
• Document and share AI workflows, prompt strategies, and agent configurations that improve team-wide efficiency.
• Support pilot initiatives tied to AI, CRM integration, advanced attribution models, and agentic automation.
• Provide structured feedback to Product and Leadership on systemic gaps or opportunities.

  Requirements

  • Experience 5–8+ years in Customer Success, Account Management, or Performance Marketing roles.
  • Experience managing complex, multi-channel marketing programs (PPC, paid media, lead generation, websites).
  • Demonstrated ability to translate data into executive-level insights.
  • Comfort managing demanding, high-investment clients.
  • Strong understanding of marketing KPIs: CPL, CPA, ROAS, conversion rate, attribution.
  • Experience with CRM platforms (Clio, Salesforce, Litify, LeadDocket, or similar) and lead-to-case workflows.
  • Hands-on experience using AI tools in a professional context, not just awareness, but active, iterative use.
  • Familiarity with AI agent frameworks, workflow automation tools, or LLM-based productivity tooling.
  • Ability to identify where AI can replace or accelerate a workflow and take practical steps to implement it.
  • Agent-first thinker: you ask 'how can a system do this?' before 'how do I do this manually?'
  • Highly organized, systems-oriented, and operationally disciplined.
  • Executive presence and strong presentation skills.
  • Thrives in ambiguity and scaling environments.
  • Operates with urgency and accountability in a performance-driven model.
  • Builds and shares playbooks, not just personal workflows.

  Preferred Qualifications

  • Experience building or managing AI-augmented workflows within a CS or marketing operations function.
  • Familiarity with legal intake systems and law firm operations.
  • Prior experience in a scaled SaaS or performance marketing environment with portfolio-level accountability.
  • Track record of reducing manual work through automation or process redesign.