Customer Experience Manager

Entegrata is a SaaS company providing data and analytics solutions for law firms. The Customer Experience Manager owns customer relationships throughout the lifecycle, driving adoption, retention, renewals, and growth while overseeing implementation and project delivery.

Responsibilities:

• Own the Relationship and Drive Growth: Own the customer relationship and its outcomes across the full lifecycle using Customer Success best practices. Lead Executive Business Reviews, act on customer surveys, drive product stickiness and expansion, and serve as Voice of Customer to internal teams (Product, Engineering). Own Renewals & partner with Sales on expansions & upsells
• Drive product adoption and measurable business value, tracking health and acting early on risk
• Serve as the executive point of contact and trusted advisor to firm stakeholders, including partners, COOs, and CFOs
• Lead business reviews and account plans that connect platform usage to firm outcomes
• Own renewals & deliver results. Price & negotiate in partnership with Sales
• Operate in an Evolving Environment: Thrive in an environment where our processes are still maturing. Use good judgment to fill the gaps and help build repeatable playbooks and documentation as the company grows
• Data Integrations and Use: Manage the integration of customer data into their Entegrata Lakehouse. Gather requirements for reporting and customer AI projects and drive new use cases for data usage
• Mentor and Share Knowledge: Support newer team members and contribute reusable templates and documentation as the team and its processes grow

Requirements:

• Exceptional communication and problem-solving skills, with a consultative approach to customer engagement
• Has executive presence: can own & confidently drive meetings with stakeholders of all types and personalities
• Proven project management skills, comfortable building and managing plans and driving multiple work streams to completion
• Thrives in a fast-paced, high-growth environment
• Takes ownership of outcomes, carries a full and shifting workload, and moves work forward with a bias for action
• Team-first and low-ego, the kind of person who jumps in wherever needed and shares the load in busy stretches
• Minimum of 3-5 years at a law firm or software company (ideally in the legal vertical) as the point person driving technical implementations and project delivery of enterprise IT systems, with hands-on experience in customer onboarding, implementation, and/or success
• Working technical fluency: comfortable examining data, merging data from various systems, and business reporting, without requiring deep hands-on engineering depth
• A background in general IT along with a good foundation of SaaS & PaaS basic architecture & concepts
• Prior experience in Customer Success or Professional Services, particularly with SaaS or PaaS products
• Strong technical acumen with experience across data integration, APIs, cloud solutions, or enterprise software deployment, including merging data from multiple systems into a unified source of truth
• General knowledge of Microsoft Azure, including but not limited to logically isolated subscriptions, encryption standards, and networking concepts such as peering and site-to-site tunnels
• Prior startup experience, working hands-on with Product & Engineering organizations