Customer Success Manager

Nexl is a fast-growing LegalTech company that builds an AI-driven CRM and growth intelligence platform for law firms. The Client Success Manager will manage onboarding, adoption, renewals, and expansion for North American law firm clients while leading client calls and live training sessions that help lawyers apply stronger business development practices through the platform.

Responsibilities:

• Manage a portfolio of North American law firm clients, acting as their primary point of contact post-sale
• Lead structured onboarding experiences that drive early adoption and set clients up for long-term success
• Run client calls and live training sessions with lawyers, translating the Nexl platform and BD best practice into guidance they can apply immediately. This is a core, ongoing part of the role
• Conduct regular business reviews with key stakeholders, tracking progress, surfacing insights, and identifying growth opportunities
• Monitor product usage, health scores, and engagement signals to proactively maintain client retention rates
• Drive renewals and expansion revenue by demonstrating ongoing value and aligning Nexl’s roadmap to client priorities
• Use AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business
• Act as the voice of the customer internally, feeding insights to Product, Marketing, and Sales

Requirements:

• Several years inside a law firm's business development function (as a BD Manager, Director, or Specialist), with first-hand understanding of how lawyers build relationships and grow business
• Comfortable operating at a senior level with law firm stakeholders, ideally from B2B SaaS Customer Success, Account Management, or a similar advisory background
• Confident running live client calls and training sessions with lawyers, translating platform functionality and BD practice into practical, applied guidance
• Comfortable using technology to support BD and growth initiatives, and can speak credibly to lawyers about how it fits their day-to-day
• Strong commercial awareness: understands retention, expansion, and the metrics that matter
• Actively uses AI tools to elevate the quality and speed of client-facing work and portfolio management
• Demonstrates strong initiative and ownership, collaborating with others to navigate ambiguity, identify solutions, and move priorities forward
• Consulting experience, particularly a move from a senior law firm BD role into an advisory or consulting context
• Familiarity with CRM, relationship intelligence, or workflow automation platforms
• Experience working remotely across a distributed North American team
• Background in change management or digital transformation projects