Customer Success Manager

Darrow - Miami, FL

Full-time - Mid Level

Hybrid - Miami, FL

Food Services and Drinking Places

About the position

As the first Customer Success Manager at Darrow, you will be instrumental in developing the Customer Success function, building strong relationships with legal professionals, and ensuring clients derive maximum value from Darrow's products and services. This role offers a unique opportunity to shape client engagement strategies and promote justice as the company scales its operations.

Responsibilities

• Develop processes, documentation, and tools for the client success function, including onboarding guides and training materials.
• Own the client onboarding process, ensuring new clients are effectively set up on Darrow's platform and receive comprehensive training.
• Act as the voice of the client by gathering feedback and insights, communicating client needs to internal teams, and advocating for product enhancements.
• Drive solution adoption and usage by monitoring client engagement and providing tailored recommendations.
• Develop and nurture long-term relationships with key stakeholders at law firms, acting as the main point of contact for their needs.
• Identify opportunities for contract renewals, cross-sell additional services, and support account growth.
• Collaborate with the Legal Consulting team to ensure client issues are resolved quickly and efficiently.
• Track client success metrics, analyze trends, and provide regular reporting to senior management.

Requirements

• 3+ years of experience in customer success, account management, or client services, ideally in a B2B Services, SaaS or legal technology company.
• Experience working with legal professionals or within the legal technology space.
• Familiarity with Salesforce CRM and various customer success tools such as Zendesk, HubSpot, MixPanel, and Gainsight.
• Demonstrated ability to quickly adapt to new software platforms.
• Passionate about delivering excellent client experiences and advocating for their needs internally.
• Excellent interpersonal and communication skills, with a proven ability to build relationships and influence decision-makers.
• Strong problem-solving skills with a proactive approach to resolving client challenges.
• Ability to work independently and take ownership of the role.

Nice-to-haves

• Experience in a fast-paced, evolving environment.
• Familiarity with legal departments' unique challenges.

Benefits

• Medical, Dental & Vision insurance for you and your dependents.
• $150 weekly Grubhub credit for lunches.
• Unlimited paid time off policy.
• Hybrid work model - onsite 3 days/week.
• Eligibility to participate in a bonus / incentive plan.
• Stock option plan to give employees a direct stake in Darrow's success.