Note: The job is a remote job and is open to candidates in USA. Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals' lives easier. The Customer Success Manager will own a book of business, guiding customers from onboarding through renewal and ensuring they derive ongoing value from Alt Legal's software.
Responsibilities
- Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle
- Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality
- Conduct regular check-ins and business reviews with customers to monitor product adoption and account health
- Identify at-risk accounts early and work with the Customer Success team to develop and execute retention plans
- Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them
- Track and report on key account metrics such as adoption, satisfaction, and renewal likelihood
- Partner with the Customer Support Specialist team to ensure a seamless, consistent customer experience
- Relay customer feedback and feature requests to the Product team to help inform the roadmap
- Maintain accurate and up-to-date account records and notes in our Customer Success platform (e.g. Gainsight, ChurnZero, or similar)
- Support the renewal process by preparing customers for upcoming contract discussions
- Help support the onboarding of newly acquired customers as Alt Legal grows through M&A, guiding them into our tools, processes, and support model
Skills
- 0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar); internships count
- Fluent in English
- Strong, reliable internet connection
- Interest in building a career in Customer Success within SaaS or legal technology
- Comfortable working in a Google Workspace environment (Google Sheets, Docs, etc.)
- Strong written and verbal communication skills
- Ability to manage multiple and sometimes conflicting priorities
- Keen attention to detail and strong personal organizational skills
- Ability to empathize with and advocate for our customers
- Ability to quickly learn new concepts and teach others
- Strong interest in technology and eagerness to learn the SaaS customer lifecycle
- Excellent problem-solving skills
- Good sense of humor
- Intellectual property experience preferred, but not required
- Familiarity with AI platforms such as Claude or ChatGPT, and interest in using them to work more efficiently
- Exposure to a Customer Success platform such as Gainsight or ChurnZero is a plus, but not required
Benefits
- Flexible vacation
- Remote work options
- Healthcare coverage
- The opportunity to determine your own growth path
- Your equipment will also be provided
Company Overview