Senior Customer Success Manager - Law.com

About the role

Centellic is seeking a Senior Customer Success Manager to join our New York-based Customer Success team. This customer-facing role is responsible for managing a portfolio of strategic accounts with a focus on corporate legal departments utilizing Centellic's legal intelligence and information solutions.

Responsibilities

• Own and proactively manage a portfolio of strategic customer accounts across the Law.com product portfolio.
• Develop and execute tailored Success Plans aligned to customer goals and business outcomes.
• Serve as the primary post-sale advisor responsible for customer retention and value realization.
• Lead onboarding initiatives that accelerate customer adoption and time-to-value.
• Drive usage and adoption of:Law.comLaw.com InternationalLaw.com CompassVerdictSearchLaw.com RadarLaw.com ScholarNewsVault
• Deliver product training sessions, refresher workshops, webinars, and best-practice consultations.
• Analyze user engagement trends and develop targeted adoption strategies.
• Create scalable customer success initiatives that support both firmwide and departmental objectives.
• Promote awareness of new product features, content enhancements, and workflow improvements.
• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews with customer stakeholders.
• Present account performance metrics, engagement data, adoption trends, and recommendations.
• Partner with customers to establish measurable success criteria and ongoing strategic objectives.
• Develop action plans that increase user engagement and subscription value.
• Monitor customer health using engagement, usage, sentiment, and commercial indicators.
• Identify renewal risks early and implement proactive mitigation strategies.
• Drive Gross Revenue Retention (GRR) objectives.
• Maintain accurate customer records, success plans, and engagement activities within company systems.
• Collaborate with Customer Care and Product teams to address issues impacting customer satisfaction.
• Identify opportunities for cross-sell and upsell conversations across the broader Centellic portfolio to endorse to an Account Executive partner.
• Support expansion discussions involving additional products, practice groups, offices, and business units.
• Contribute customer intelligence and market feedback to commercial planning efforts.
• Gather and share customer feedback regarding product functionality, content coverage, and user experience.
• Act as an advocate for customers within Product, Editorial, Marketing, and Sales organizations.
• Provide actionable insights that support product enhancements and content strategy.
• Participate in customer advisory boards, beta programs, and advocacy initiatives when appropriate.
• Serve as a mentor and role model within the Customer Success organization.
• Support onboarding and development of newer Customer Success Managers.
• Share best practices, success stories, and customer insights across the team.
• Contribute to process improvements, customer journey development, and adoption programs.

Requirements

• 5+ years of Customer Success, Account Management, Client Services, or related experience.
• Experience with CS Platforms (i.e. ChurnZero, Gainsight, Planhat, etc.).
• Experience working with subscription-based information, research, SaaS, legal technology, or professional services products.
• Demonstrated success managing strategic customer relationships and renewal-focused portfolios.
• Experience conducting executive-level presentations and business reviews.
• Strong analytical and consultative problem-solving skills.
• Proven ability to influence customer outcomes without direct authority.
• Experience supporting legal, professional services, corporate, or research-focused customers.
• Familiarity with legal research, legal news, litigation intelligence, business development intelligence, or competitive intelligence solutions.
• Experience with CRM systems, and customer health monitoring tools.
• Background working with law firms, legal libraries, knowledge management teams, or legal operations professionals.

Skills

• Knowledge and Expertise Required:
• Experience with CS Platforms (i.e. ChurnZero, Gainsight, Planhat, etc.).
• Experience working with subscription-based information, research, SaaS, legal technology, or professional services products.
• Demonstrated success managing strategic customer relationships and renewal-focused portfolios.
• Experience conducting executive-level presentations and business reviews.
• Strong analytical and consultative problem-solving skills.
• Proven ability to influence customer outcomes without direct authority.
• Experience supporting legal, professional services, corporate, or research-focused customers.
• Familiarity with legal research, legal news, litigation intelligence, business development intelligence, or competitive intelligence solutions.
• Experience with CRM systems, and customer health monitoring tools.
• Background working with law firms, legal libraries, knowledge management teams, or legal operations professionals.

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.
• Tuition reimbursement after 1 year of service.
• Commuter Benefits.