Customer Success Manager

Expert Institute - Hoboken, NJ

Full-time - Mid Level

Hoboken, NJ

1,001-5,000 employees

About the position

Our Customer Success organization is a dynamic, tight-knit team building client relationships and leading retention. As a member of the Customer Success team, you're both a face of Expert Institute and a strategic partner to our clients. Our Customer Success team members understand the pulse of the legal industry and can communicate how our expert services will transform a firm's caseload. Customer success operations move quickly, but so does your potential for promotion. Our leaders value development and training—every team member has a track towards success. Plus, top performers are invited to an all-expense paid annual Leaders Club trip to a sunny destination. If you're ready to meet ambitious goals and drive growth in one of the most explosive tech verticals, we want to hear from you.

Responsibilities

• Manage and grow a book of high value subscription accounts
• Build strong relationships and rapport with our existing attorney clients through phone calls, emails and onsite visits, serving as their primary point of contact
• Oversee client communications, track account health and work closely with Sales to prepare accounts for renewal
• Present proposals and discuss pricing with renewing accounts
• Strategically increase usage of our service within each firm and maximize retention rates
• Work closely with our Medical and Research teams to deliver exceptional client experience
• Bring passion, high energy, and a strategic mindset to help us provide superior service
• Stay up to date on the latest and most relevant legal industry news and updates
• Support other members of the CS and Sales team with tasks and projects as needed

Requirements

• 3-6+ years of relevant sales, client relationship, or client engagement experience
• Experience at a SaaS company preferred
• Salesforce experience preferred but not required
• Strong presentation and communication skills
• Knowledge of legal industry is a plus but not required
• Ability to work autonomously and in a team setting in a fast paced startup environment
• A positive and professional disposition
• Continuous interest in learning and growth
• Some travel required