Customer Success Manager →

Nextlex; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Nextlex is seeking a strategic Customer Success Manager in San Francisco to nurture long-term relationships with law firm and enterprise clients, ensuring they derive maximum value from the platform. You will own accounts, drive adoption through onboarding, training, and QBRs, monitor health metrics, and lead expansion opportunities with cross-functional teams.

The role emphasizes data-driven decision making, executive reviews, and refined success plans to minimize churn and maximize renewal

Qualifications

• 3+ years of customer success or account management experience in B2B SaaS.
• Strong relationship-building and communication skills.
• Experience managing enterprise accounts with multiple stakeholders.

Responsibilities

• Own a portfolio of client accounts as primary contact and trusted advisor.
• Drive product adoption and engagement through onboarding, training, and QBRs.
• Monitor account health metrics and address churn risks with tailored plans.
• Identify upsell opportunities by understanding client workflows and pain points.

Skills

Relationship building

Communication

Data-driven

Tools

Gainsight

Totango

Job description

Build and nurture long-term relationships with Nextlex's law firm and enterprise clients. This role ensures clients achieve maximum value from the platform, driving adoption, retention, and expansion through proactive engagement and strategic account management.

Key Responsibilities

• Own a portfolio of client accounts, serving as the primary point of contact and trusted advisor.
• Drive product adoption and engagement through onboarding programs, training sessions, and QBRs.
• Monitor account health metrics and proactively address churn risks with tailored success plans.
• Identify upsell and expansion opportunities by deeply understanding client workflows and pain points.

Qualifications

• 3+ years of customer success or account management experience in B2B SaaS.
• Strong relationship-building and communication skills.
• Experience managing enterprise accounts with multiple stakeholders.
• Data-driven mindset with experience using CS platforms (Gainsight, Totango, or similar).

Preferred Experience

• Experience in legal technology or professional services.
• Understanding of legal workflows, practice management, or compliance processes.
• Experience leading executive business reviews and strategic planning sessions.