Senior Customer Success Manager

Kollective Group is a Sequoia-backed SaaS company building the AI-powered 'legal front door' for in-house legal teams. The Senior Customer Success Manager will partner with enterprise legal teams to drive adoption, retention, and expansion, ensuring customers achieve meaningful business outcomes.

Responsibilities:

• Own and manage a portfolio of enterprise customers post-implementation
• Drive product adoption and ensure customers achieve measurable operational impact
• Build strong, strategic relationships with stakeholders across legal and business teams
• Identify and lead expansion opportunities across new workflows, use cases, and departments
• Manage renewals and retention, ensuring long-term customer success
• Lead business reviews, roadmap discussions, and strategic check-ins
• Partner with Product & Engineering to share customer insights and influence roadmap
• Monitor account health, proactively addressing risks and identifying growth opportunities
• Champion customer advocacy through case studies, testimonials, and references
• Lead resolution of complex customer challenges in collaboration with internal teams

Requirements:

• 5–7+ years in Customer Success or Account Management, managing complex enterprise accounts
• Strong SaaS background with the ability to connect product capabilities to business outcomes
• Proven ability to drive retention, expansion, and long-term account growth
• Strategic thinker who can also execute tactically and manage multiple priorities
• Excellent communication skills, with experience engaging executive-level stakeholders
• Comfortable in a fast-paced, high-growth environment
• Data-driven mindset with a focus on improving adoption, retention, and overall account health