Serve as the primary point of contact and trusted advisor for a book of 15-25 law firm clients
Develop deep understanding of each client's business objectives and success metrics
Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot
Monitor customer health signals to identify at-risk accounts before renewal
Lead renewal negotiations, structuring agreements that reflect delivered value
Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
Deliver high-impact training sessions, workshops, and demos for end-users
Identify and cultivate champions within client organizations
Partner closely with Sales, Product, and Product Success teams

1-3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV)
Proven ability to independently manage a portfolio of 15-25 accounts with varying health scores and engagement levels
Experience negotiating renewals and expansion deals
Background in legal, legal tech, professional services software, or highly regulated industries is a strong plus
Proficiency with CRM tools (Hubspot preferred)
Comfortable with SaaS products and ability to learn technical features quickly
Exceptional verbal and written communication skills
Positive, high-energy presence
Thrive in ambiguity

Customer Success Manager

Key skills