Customer Success Manager

About the Role

We're looking for a Customer Success Manager to join our growing team and ensure our enterprise clients achieve maximum value from our compliance automation platform. You'll be the primary advocate for customer success, driving adoption, satisfaction, and growth across our client portfolio.

As part of our customer success team, you'll work closely with legal professionals, compliance officers, and IT teams to ensure our solutions seamlessly integrate into their workflows and deliver measurable business outcomes.

Key Responsibilities

• Manage relationships with enterprise clients throughout their lifecycle
• Drive customer onboarding, adoption, and expansion of our compliance platform
• Serve as the primary point of contact for customer success initiatives
• Identify opportunities for account growth and upselling
• Collaborate with sales, product, and engineering teams to address customer needs
• Monitor customer health metrics and proactively address potential issues
• Conduct regular business reviews and success planning sessions
• Gather customer feedback and advocate for product improvements

Required Qualifications

• 2+ years of customer success, account management, or client relations experience
• Experience working with enterprise B2B clients
• Strong communication and presentation skills
• Ability to understand and explain complex technical solutions
• Experience with CRM systems and customer success platforms
• Data-driven approach to measuring and improving customer outcomes
• Bachelor's degree in business, communications, or related field
• Proven track record of meeting or exceeding retention targets

Preferred Qualifications

• Experience in legal technology, compliance, or regulatory software
• Previous experience in SaaS or subscription-based business models
• Knowledge of legal processes and corporate compliance requirements
• Experience with customer success metrics and KPI tracking
• Familiarity with project management methodologies
• Previous startup or high-growth company experience
• Professional certifications in customer success or account management
• Bilingual capabilities (English/French) for Canadian market