Manager, Customer Success

ASG LegalTech

New York, NY

ASG LegalTech is a rapidly-growing legal technology company offering a suite of product solutions that allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law. ASG LegalTech currently includes three leading practice management solutions: PracticePanther, Bill4Time, and MerusCase.

About PracticePanther

PracticePanther is a leading solution in legal practice management software. Founded in 2012, the company has grown at unprecedented rates and now serves tens of thousands of customers in 170 countries. The company’s SaaS solution is designed to be robust, intuitive, and user-friendly and includes capabilities such as client and case management, time tracking, billing, expense management, payment processing, calendaring, and much more for law firms. PracticePanther is a part of ASG LegalTech, a portfolio company of Alpine Investors in California.

The Mission of the Role

To provide effective, professional, and quality service while establishing long-term relationships with clients to gain a deeper understanding of their needs and increase value for both the customers and company.

Job Description

The Customer Success Manager is responsible for the adoption, advocacy, retention, and growth of our PracticePanther clients. Will need to optimize policies and procedures to advance the client experience while also analyzing customer data to identify best practices. The Customer Success Manager will manage the Customer Success team and report to the Customer Success Director to outline weekly KPIs and enhance performance. The Customer Success team works cooperatively with other departments in order to improve client experience, prevent churn, and track important feedback. Will be in charge of developing, growing, and mentoring the CS team.

Duties and Responsibilities

  • Lead, develop, and coach CS team
  • Help set CS strategies for long term growth based on a deep understanding of our customers needs
  • Assistance with restructuring department, protocols, and client experience
  • Develop best practices for outreach and communication
  • Drive usage and adoption of our product, using data and best practices
  • Work across departments to identify customer needs
  • Manage at risk accounts by proactively monitoring and addressing account issues
  • Increase customer revenue retention and uncover revenue expansion opportunities
  • Review standardized performance metrics & KPIs to provide guidance and feedback for continued growth and improvement in employees during 1:1s
  • Strategically advance internal and customer-facing documentation to help improve standards of support and update outdated material
  • Assistance with hiring & training new staff members
  • Work cross-functionally to advance department knowledge of customer feedback
  • Assistance with building and advancing customer lifecycle program
  • Gather product feedback, write business requirements, and act as an internal advocate for your client-base

Qualities

  • Must be patient, empathetic, and have great communication skills
  • Data driven individual
  • Strong interpersonal skills to lead a team of individuals
  • Comfortable with technology and learning new software
  • Ability to handle escalated customer issues with customers
  • Self-motivated, diligent, and can inspire a team to do the same
  • Excellent verbal and written communication skills
  • Organized, detail oriented, and able to manage multiple tasks
  • Must be personable and enjoy working in a client-facing role
  • Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Experience

  • 4+ years customer success experience
  • 4+ years SaaS environment experience
  • 3+ years management experience
  • Knowledge in the legal industry advantageous
  • Knowledge with SalesForce, Intercom, JIRA, Gsuite

Other Information

  • Location: New York, NY
  • Compensation: Competitive
  • Other Benefits: 401k matching, competitive health care coverage + FSA, equal maternity/paternity leave

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