Customer Success Manager
novum globalDorchester (MA)
About the role
Customer Success Manager (SMB/Mid-Market) We're Hiring: Customer Success Manager (SMB/Mid-Market) — 100% Remote or Hybrid (Sydney) Want to work with a category-leading legal technology platform, own your own portfolio, and directly influence retention and growth? This one's worth a look.
Our client:
a fast-growing, globally trusted legal technology company — is hiring a Customer Success Manager to own relationships with its small- and mid-market accounts. You'll be the trusted advisor customers turn to, the internal voice that gets things done for them, and a key driver of retention and revenue growth. Fully remote.
Why this role is worth your time:
- Genuine ownership — run your own book of business in a one-to-many model
- Real influence — shape product adoption, retention strategy, and customer outcomes, not just ticket resolution
- Cross-functional exposure — work directly with product, support, and executive teams
- Revenue impact — a clear path to grow ARR through cross-sell, upsell, and advocacy
- Remote-first — work from wherever you do your best work
- Backed by a platform legal teams and law firms already trust
What you'll be doing:
- Building strategic relationships with a portfolio of small/mid-market accounts
- Driving product adoption and understanding what "success" looks like for each customer
- Becoming a trusted advisor customers rely on — not just a point of contact
- Partnering across product, support, and leadership to solve customer problems fast
- Creating content and resources that help customers get more value, faster
- Building actionable business plans tied to each customer's real goals
- Owning retention — knowing exactly what drives it and what threatens itGrowing ARR through cross-sell, upsell, and turning happy customers into advocates
- Spotting and fixing friction points in the customer experience before they become churn risks
What you bring:
- A natural relationship-builder who customers trust and enjoy working with
- Sharp communication and presentation skills
- Strong organizational instincts — you don't let things fall through the cracks
- A collaborative mindset — you get things done through people, not around them
- Genuine customer orientation paired with solid business acumen
- A problem-solver's brain
What you'll need:
Bachelor's degree in a business discipline (or equivalent experience)4+ years in software/tech — account management, customer success, consulting, training, or project management Legal industry experience is a strong plus, but not essential
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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