Customer Success Manager

About the role

The Customer Success Manager will own a portfolio of Alt Legal customers, guiding them from onboarding through renewal. Reporting to the Head of Customer Success, you will ensure customers adopt the platform, receive value, and stay engaged.

Key responsibilities

• Lead onboarding, configure accounts and train users on core platform functionality.
• Conduct regular check‑ins and business reviews to monitor adoption and account health.
• Identify at‑risk accounts early and work with the team to execute retention plans.
• Spot upsell or expansion opportunities and coordinate with sales.
• Track and report metrics such as adoption, satisfaction and renewal likelihood.
• Relay customer feedback to Product and maintain accurate records in a CS platform.

Required profile

• 0‑1 years of experience in a customer‑facing role (internships count).
• Fluent English, reliable internet connection and interest in SaaS/legal tech.
• Strong written and verbal communication, detail‑oriented and able to manage multiple priorities.
• Good sense of humor and eagerness to learn the customer lifecycle.

Required skills

• Proficiency with Google Workspace (Sheets, Docs, etc.).
• Familiarity with AI tools such as Claude or ChatGPT.
• Exposure to a Customer Success platform (e.g., Gainsight, ChurnZero) is a plus.

What we offer

• Flexible vacation and remote‑work options.
• Healthcare coverage and provided equipment.
• Inclusive culture that supports LGBTQ+ candidates.