Note: The job is a remote job and is open to candidates in USA. Elite is a trusted automation platform for law firm operations, providing cloud-native SaaS solutions for financial, invoice, time, and data management. The Customer Success Manager drives product adoption, customer retention, and account expansion through proactive engagement, education, enablement, and cross-functional collaboration.
Responsibilities
- Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features
- Customer Management: Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities
- Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention
- Customer Education & Enablement: Deliver customized training programs, webinars, and "power hour" sessions to help customers deepen their product knowledge and improve their workflows
- Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience
- Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities
- Perform other duties as assigned to support the overall goals and objectives of the department/company
- Perform other duties as assigned to support departmental and company objectives
Skills
- Bachelor's Degree or equivalent education and experience
- **********3–5 years****** years of experience in experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors
- Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies
- Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops that foster deeper product adoption and usage
- Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell
- Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts
- Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, and Engineering teams to align customer success strategies with broader organizational goals
- Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals
- Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale
- Ability to travel up ******10–25%******as business needs require
- Role requires the following physical capacity: Sedentary: primarily desk/computer work
- Must be legally authorized to work in United States; Elite does not provide employment sponsorship for this position
Benefits
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program
- Remote work arrangement
- Flexible work model
Company Overview