Customer Success Manager

Centerbase provides cloud-based legal practice management software that helps mid-size law firms operate more efficiently and deliver better client service. The Customer Success Manager serves as the trusted advisor and primary contact for a portfolio of customers, driving product adoption, retention, advocacy, renewals, and account growth while resolving escalations and collaborating across teams.

Responsibilities:

• Become a Centerbase product expert and leverage your knowledge to identify opportunities that drive product adoption,customer value and business growth
• Build and nurture strong relationships with a portfolio of assigned customers through proactive, clear, and professional communication
• Develop a deep understanding of your customers' business needs and collaborate with them to set clear objectives and achieve their desired outcomes
• Deliver Business Reviews sharing Centerbase’s added value and growth opportunities
• Act as a customer advocate within Centerbase, collaborating effectively with internal teams to ensure customer needs are met and issues are resolved efficiently
• Own and manage customer escalations to resolution, while proactively identifying and addressing potential issues before they escalate
• Drive customer retention through proactive engagement and creating an excellent customer experience
• Own renewals and identify upsell/ cross-sell opportunities

Requirements:

• 1-2 years of experience as a Customer/Client Success Manager within an enterprise SaaS business
• Proficiency with Salesforce and other similar software products
• Ability to navigate a growing, fast-paced company and autonomously manage your book of business
• Strong attention to detail when communicating and following up on customer inquiries
• Proven track record of consistently attaining or exceeding renewal and expansion quota