Customer Success Manager

We are looking for a Customer Success Manager to join our growing Customer Success team! You would work directly with our customers to understand their needs and drive the adoption, expansion, and renewals of Athennian. You will understand customer outcomes through the ongoing collection and analysis of data and turn this into referral, retention, and expansion strategies, as well as feed into the product road map. Finally, you will be involved in all aspects of Customer Success including account management, product demos, onboarding, customer education, cross-selling, and upselling Athennian. 

This position is open to remote work options in the following time zones: EST, CST, MST and PST 

Required skills

• 3+ years in a Customer Success role 
• Experience working in a B2B SaaS environment 
• Strength in building and maintaining relationships, while working to mitigate churn and drive adoption, renewal, and expansion
• Strong customer-facing skills
• Exceptional communication skills, highly organized, collaborative and detail-oriented

Bonus Points

• Experience with an entity and/or equity management solution
• Experience in the legal tech space
• Past experience working at a law firm or with an in-house legal team

In this role, at 3 months, you will have:

• Learned the Athennian software inside and out
• Assisted the Delivery Team with onboarding new customers
• Own and understand your client accounts
• Engaged with customers and gathered customer health metrics through various internal tools
• Collaborated with the Services Team to understand how they can bring value to our customers
• Built positive relationships with coworkers

In this role, at 6 months, you will have:

• Analyzed common user problems through analytic tools to provide feedback to our product team for improvements to the software
• Developed a deep understanding of the problems Athennian solves for our users and how we differ from our competitors
• Become comfortable leading training sessions and product demonstrations
• Identified and supported renewals and expansion opportunities 
• Successfully rolled out Athennian to the customer’s users, including sharing and developing creative assets, brainstorming ideas, and attending launches virtually/or in-person  
• Own client accounts and understand where there is an opportunity for greater product adoption and account expansion

In this role, at 12 months, you will have:

• Fully understanding of how current clients use the platform and where they could find more value with the product
• Maintained a cadence of communication with customers about their adoption trends, sentiments, and mining opportunities that had led to deeper adoption
• Engaged with Athennian advocates and obtained testimonials, case studies, and referrals
• Promoted a customer-first strategy which has led to the building of strong relationships between the customer and success teams
• Implemented new ideas that would improve customer success processes to make the office a more pleasant place to work