Senior Customer Success Manager

Kollective Group; New York (NY); Hybrid; USD 150,000 - 160,000; Full time

Benefits offered by this job

20 days PTO

PTO rollover

11 paid federal holidays

Paid parental leave

401(k) with company match

Annual company offsites

Job summary

Kollective Group is seeking a Senior Customer Success Manager to partner with enterprise legal teams, drive adoption, retention, and expansion, and embed the platform into day-to-day workflows. You will own a portfolio of enterprise accounts and collaborate with Product, Onboarding, and Technical teams to maximize customer value and growth.

The role requires 5–7+ years in Customer Success or Account Management within a SaaS environment, with a proven track record in retention and expansion and

Qualifications

• 5–7+ years in Customer Success or Account Management for enterprise accounts.
• Proven ability to drive retention, expansion, and long-term account growth.
• Excellent communication with executive-level stakeholders and cross-functional teams.

Responsibilities

• Own and manage a portfolio of enterprise customers post-implementation.
• Drive product adoption and ensure customers achieve measurable operational impact.
• Build strong, strategic relationships with stakeholders across legal and business teams.
• Identify and lead expansion opportunities across new workflows, use cases, and departments.
• Manage renewals and retention for long-term customer success.
• Lead business reviews, roadmap discussions, and strategic check-ins.
• Partner with Product & Engineering to share customer insights and influence roadmap.
• Monitor account health, address risks, and identify growth opportunities.
• Champion customer advocacy through case studies, testimonials, and references.
• Lead resolution of complex customer challenges with internal teams.

Skills

Enterprise accounts

SaaS expertise

Retention & expansion

Executive communication

Strategic thinking

Cross-functional collaboration

Tools

CRM software

Job description

Position: Senior Customer Success Manager

Location: NYC Office, Hybrid or Remote

Our client is a Sequoia-backed SaaS company building the AI-powered "legal front door" for in-house legal teams. Their platform helps General Counsels and Legal Operations leaders streamline how legal work is requested, managed, and delivered across enterprise organizations

Trusted by global brands like SAP, Hitachi, and Pepsi, our client is redefining how legal teams operate, bringing the same level of efficiency, visibility, and scalability that platforms like Salesforce, ServiceNow, and Zendesk brought to other business functions.

With a global team spanning the U.S., Australia, and Asia, they’re known for a high-performance, collaborative culture and a strong focus on delivering real customer impact.

The Role:

Our client is known for delivering exceptional customer experiences, and this role is central to that mission.

As a Senior Customer Success Manager, you’ll partner with enterprise legal teams to drive adoption, retention, and expansion. You’ll guide customers from post-implementation through long-term success, ensuring they achieve meaningful business outcomes and embed the platform into their day-to-day workflows. You’ll own a portfolio of enterprise accounts and work cross-functionally with Product, Onboarding, and Technical teams to maximize customer value and growth.

Responsibilities:

• Own and manage a portfolio of enterprise customers post-implementation
• Drive product adoption and ensure customers achieve measurable operational impact
• Build strong, strategic relationships with stakeholders across legal and business team
• Identify and lead expansion opportunities across new workflows, use cases, and departments
• Manage renewals and retention, ensuring long-term customer success
• Lead business reviews, roadmap discussions, and strategic check-ins
• Partner with Product & Engineering to share customer insights and influence roadmap
• Monitor account health, proactively addressing risks and identifying growth opportunities
• Champion customer advocacy through case studies, testimonials, and refences
• Lead resolution of complex customer challenges in collaboration with internal teams

Requirements:

• 5–7+ years in Customer Success or Account Management, managing complex enterprise accounts
• Strong SaaS background with the ability to connect product capabilities to business outcomes
• Proven ability to drive retention, expansion, and long-term account growth
• Strategic thinker who can also execute tactically and manage multiple priorities
• Excellent communication skills, with experience engaging executive-level stake holders
• Comfortable in a fast-paced, high-growth environment
• Data-driven mindset with a focus on improving adoption, retention, and overall account health
• 20 days PTO + roll over
• $150-$160K OTE
• 11 paid federal holidays
• Paid parental leave
• 401(k) with company match
• Annual company offsites (past locations include Australia, Bali and South Korea)