Customer Success Manager (BB68255)

Referment; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Referment is seeking a Customer Success Manager to own a named book of growth-tier accounts from onboarding through renewal. You will drive adoption of the records retrieval and chronology tools, and you will conduct regular check-ins and business reviews with leadership and case management staff.

You’ll also manage churn risk, lead renewal saves, and pursue expansion opportunities such as new practice areas and additional seats.

Qualifications

• 2–4 years in a customer success or account management role, ideally in B2B SaaS.
• Track record of owning renewal and expansion targets, not just satisfaction scores.
• Comfort running business reviews and commercial conversations directly with customers.
• Organised and self-directed – able to manage a full book of business without close oversight.
• Experience with a CRM (HubSpot preferred) and comfort working from ARR and account health data.

Responsibilities

• Own a named book of growth-tier accounts from onboarding through renewal.
• Build and execute account plans to drive adoption of records retrieval and chronology products.
• Run regular check-ins and business reviews with firm leadership and case management staff.
• Monitor account health, anticipate churn risk, and lead renewal save efforts.
• Identify and execute expansion opportunities – new practice areas and upsells.
• Partner with support and technical operations to resolve escalations affecting accounts.
• Maintain accurate pipeline, health scores and renewal forecasts in the CRM.

Skills

Customer success

Account management

Renewals & expansions

CRM experience

ARR data interpretation

Tools

HubSpot CRM

Job description

Referment is working with a legal technology company whose AI platform helps personal injury and plaintiff law firms retrieve medical records, build medical chronologies and draft demand letters. Its customers depend on the platform for critical daily workflows, and it is hiring a Customer Success Manager to own a named book of growth-tier accounts.

You'\'ll be the primary point of contact for your accounts from onboarding through renewal. That means driving adoption of the records retrieval and chronology tools, running regular check-ins and business reviews with firm leadership and case management staff, and staying close enough to each account to spot churn risk before it lands. You'\'ll also carry expansion goals - new practice areas, additional seats, upsells - so the role suits someone who enjoys commercial conversations, not just relationship maintenance.

The Role

• Own a named book of growth-tier accounts as the primary point of contact from onboarding through renewal.
• Build and execute account plans that drive adoption of the records retrieval and chronology products.
• Run regular check-ins and business reviews with firm leadership and case management staff.
• Monitor account health, get ahead of churn risk and lead save efforts on at-risk renewals.
• Identify and execute expansion opportunities - new practice areas, additional seats, upsells.
• Partner with support and technical operations teams to resolve escalations affecting your accounts.
• Maintain accurate pipeline, health scores and renewal forecasts in the CRM.

What We're Looking For

• 2-4 years in a customer success or account management role, ideally in B2B SaaS.
• A track record of owning renewal and expansion targets, not just satisfaction scores.
• Comfort running business reviews and commercial conversations directly with customers.
• Organised and self-directed - able to manage a full book of business without close oversight.
• Experience with a CRM (HubSpot preferred) and comfort working from ARR and account health data.

Legal, legal technology or personal injury industry experience is a strong plus. This could suit a customer success or account management professional from B2B SaaS who wants genuine retention and expansion ownership across their own book of accounts.

#Referment