Senior Customer Success Manager

Darrow AI; New York (NY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental & Vision insurance

$150 weekly Grubhub credit

Unlimited paid time off

Bonus / incentive plan eligibility

Stock option plan

Job summary

A fast-growing legal tech startup is seeking a Senior Customer Success Manager in New York City. The ideal candidate has over 5 years of experience in customer success, with a strong background in B2B services or SaaS. This role involves managing strategic accounts, building team processes, and thriving in a fast-paced environment. Benefits include medical insurance, a weekly Grubhub credit, unlimited PTO, and a competitive salary of $110k to $140k. This position supports a hybrid work model, requiring three days in office weekly.

Qualifications

• 5+ years of experience in customer success, account management, or client services, ideally in B2B or SaaS.
• Experience in legal technology space and familiarity with law firms' challenges.
• Ability to inspire and influence with strong leadership presence.

Responsibilities

• Manage strategic customers and develop team processes and culture.
• Thrive in ambiguity, creating structure for the Customer Success team.
• Adapt quickly to new software and drive continuous improvement.

Skills

Customer success

Leadership

Problem-solving

Interpersonal skills

Data-driven approach

Tools

Salesforce CRM

Zendesk

HubSpot

MixPanel

Gainsight

Job description

Senior Customer Success Manager

Join to apply for the Senior Customer Success Manager role at Darrow AI. We’re a fast‑growing legal tech startup committed to pursuing our vision of “frictionless justice,” using advanced Machine Learning & AI to revolutionize the justice system.

You’ll be both hands‑on with strategic customers and the architect of the team’s processes and culture—building the foundation for how our Customer Success team operates, scales, and delivers impact.

Requirements

• 5+ years of experience in customer success, account management, or client services, ideally in a B2B Services, SaaS or legal technology company.
• Experience working with legal professionals or within the legal technology space and familiarity with the unique challenges of law firms or legal departments is a strong advantage.
• Experience with Salesforce CRM and various customer success tools such as Zendesk, HubSpot, MixPanel and Gainsight for managing customer interactions, health scoring, and process automation.
• Past experience managing and growing CSM teams.
• Strong leadership presence, with the ability to inspire, guide, and influence.
• A process‑minded builder who thrives in ambiguity and enjoys creating structure.
• Ability to work independently, taking ownership of your role as the first Customer Success Manager and laying the groundwork for future team growth.
• Demonstrated ability to thrive in a fast‑paced, evolving environment while quickly responding to changing needs.
• Data‑driven approach to defining and measuring success.
• Demonstrated ability to quickly adapt to new software platforms.
• Passionate about delivering excellent client experiences, helping clients succeed, and advocating for their needs internally.
• Excellent interpersonal and communication skills, with a proven ability to build relationships, influence decision‑makers, and handle challenging conversations with professionalism.
• Strong problem‑solving skills with a proactive approach to resolving client challenges and driving continuous improvement.

Benefits

• Medical, Dental & Vision insurance for you and your dependents.
• $150 weekly Grubhub credit for lunches.
• Unlimited paid time off policy.
• Eligibility to participate in a bonus / incentive plan.
• Stock option plan to give our employees a direct stake in Darrow’s success.

Darrow provides a reasonable range of compensation. The base salary for this role is $110,000 – $140,000.

Our office is in NYC. This is a hybrid work model – 3 days a week in the office.

Seniority level: Mid‑Senior level.

Employment type: Full‑time.

Job function: Customer Service, Legal, Business Development.

Industries: Technology, Information & Internet, Software Development, Legal Services.