Customer Success Manager

Elite; Northern (KY); Hybrid; USD 113,000 - 125,000; Full time

Benefits offered by this job

Comprehensive Healthcare Coverage

Retirement Savings Plan with Employer

Professional Development Opportunities

Time Off

Wellness Initiatives

Employee Assistance Program

Calm premium subscription

Employee Discount Program

Job summary

Elite seeks a Customer Success Manager to drive adoption and value realization of our cloud-native SaaS platform for law firms. You will manage strategic accounts, build long-term relationships, and lead education programs to maximize product usage and outcomes.

The role is remote with EST/CST time-zone alignment, requiring 3–5 years in customer success and the ability to travel up to 25%. You will collaborate with Sales, Product, and Engineering to foster growth and reduce churn.

Qualifications

• Bachelor's degree or equivalent education and experience.
• 3-5 years of experience in customer success, account management, or a related field, including 2+ years with legal tech or fintech in SaaS/enterprise environments.
• Proven track record managing large, multi-level accounts within enterprise or high-growth tech companies.
• Experience delivering advanced customer education and enablement programs, onboarding, training, and workshops.

Responsibilities

• Drive Adoption & Value Realization by ensuring customers use Elite’s solutions effectively.
• Develop and maintain strong relationships to drive renewals and expansion.
• Identify at-risk accounts and intervene early to improve retention.
• Deliver training programs, webinars, and power-hour sessions to boost product knowledge.
• Regularly communicate with customers to gather feedback and provide solutions.
• Collaborate with Sales, Services & Support to align customer success with company goals.
• Perform other duties to support department objectives.

Skills

Account management

SaaS experience

Cross-functional collaboration

Data analytics

Executive communication

Travel readiness

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.

Position Overview

The Customer Success Manager at Elite is a high-impact role focused on ensuring customers fully realize the value of our products and services. This position requires a high level of performance in customer success and SaaS environments, including driving product adoption, retention, and expansion through proactive customer engagement. A core aspect of this role will be delivering education and enablement initiatives to empower customers with the knowledge and tools they need to maximize their success with Elite’s offerings.

Work Arrangement

Remote

This role requires the individual to be based in Eastern Standard Time (EST) or Central Standard Time (CST) time zone.

Responsibilities

• Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features.
• Customer Management: Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities.
• Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention.
• Customer Education & Enablement: Deliver customized training programs, webinars, and "power hour" sessions to help customers deepen their product knowledge and improve their workflows.
• Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience.
• Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities.
• Perform other duties as assigned to support the overall goals and objectives of the department/company.
• Perform other duties as assigned to support departmental and company objectives.

Qualifications

• Bachelor's Degree or equivalent education and experience.
• 3-5 years years of experience in experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors.
• Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies.
• Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops that foster deeper product adoption and usage.
• Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell.
• Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts.
• Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, and Engineering teams to align customer success strategies with broader organizational goals.
• Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals.
• Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale.
• Ability to travel up 10-25% as business needs require
• Role requires the following physical capacity: Sedentary: primarily desk/computer work
• Must be legally authorized to work in United States ; Elite does not provide employment sponsorship for this position
• Competitive Compensation Package ($112,500-$125,000 base salary + variable component)
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Calm, free premium subscription
• Employee Discount Program

Elite may use technology, including artificial intelligence-enabled tools, to assist in aspects of the recruiting and employment process. These tools are used to support, but not replace, human decision‑making.

Please note that we do not offer sponsorship for this position.

Additional Information

At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in‑person collaboration for key moments that truly matter.

In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.

Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug‑free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We are not accepting applications submitted through recruiting agencies.