Customer Success Manager

The Expert Institute - Hoboken, NJ

Full-time - Mid Level

Hoboken, NJ

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Expert Institute is responsible for managing and growing a portfolio of high-value subscription accounts. This role involves building strong relationships with attorney clients, overseeing client communications, and ensuring account health. The position requires strategic engagement to maximize service usage and retention rates, while also collaborating with internal teams to enhance the client experience. The role is dynamic and offers opportunities for professional development and promotion within a fast-paced environment.

Responsibilities

• Manage and grow a book of high value subscription accounts
• Build strong relationships and rapport with existing attorney clients through phone calls, emails, and onsite visits
• Oversee client communications and track account health
• Work closely with Sales to prepare accounts for renewal
• Present proposals and discuss pricing with renewing accounts
• Strategically increase usage of services within each firm and maximize retention rates
• Collaborate with Medical and Research teams to deliver exceptional client experience
• Stay up to date on the latest legal industry news and updates
• Support other members of the Customer Success and Sales teams 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 the 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

Benefits

• Opportunities for professional development and promotion
• All-expense paid annual Leaders Club trip for top performers