Customer Success Manager (E4BE6BE)

Referment; San Francisco (CA); Presencial; USD 75 000 - 120 000; Tempo integral

Resumo da oferta

Referment is seeking a Customer Success Manager to own a named book of growth-tier accounts from onboarding through renewal. You’ll be the primary contact for your accounts and drive adoption of the records retrieval and chronology tools.

You’ll run regular business reviews with firm leadership, monitor ARR health data, and pursue expansion opportunities such as new practice areas and upsells. Collaboration with support and ops is key to resolving escalations and maintaining renewal forecasts.

Qualificações

• 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.

Responsabilidades

• Own a named book of growth-tier accounts as the primary 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.

Conhecimentos

Customer success

Account management

B2B SaaS experience

CRM analytics

Ferramentas

HubSpot CRM

Descrição da oferta de emprego

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