Strategic Customer Success Manager-SaaS Legal Tech (Remote)

Alt Legal, Inc.; New York (NY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible vacation

Remote work options

Healthcare coverage

Growth path

Equipment provided

Job summary

Alt Legal, Inc. is seeking a Customer Success Manager to own a portfolio of SaaS customers from onboarding through renewal. You will be the primary contact, ensure successful setup, drive adoption, and secure ongoing value from our trademark management platform.

You will collaborate with Support and Product teams to relay customer feedback, monitor account health, and coordinate renewals. This is ideal for those early in their CSM career seeking growth in legal tech and SaaS.

Qualifications

• 0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar).
• Fluent in English.
• Strong, reliable internet connection.
• Interest in building a career in Customer Success within SaaS or legal technology.
• Exposure to a Customer Success platform such as Gainsight or ChurnZero is a plus, but not required.

Responsibilities

• Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle.
• Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality.
• Conduct regular check-ins and business reviews with customers to monitor product adoption and account health.
• Identify at-risk accounts early and develop retention plans with the CS team.
• Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them.
• Track and report on key account metrics such as adoption, satisfaction, and renewal likelihood.
• Partner with the Customer Support Specialist team to ensure a seamless customer experience.
• Relay customer feedback and feature requests to the Product team to inform the roadmap.
• Maintain accurate account records in the CS platform (Gainsight/ChurnZero).
• Support the renewal process by preparing customers for upcoming contract discussions.
• Assist onboarding of newly acquired customers during M&A transitions.

Skills

Customer success

Account management

English fluency

Communication skills

Prioritization

Tools

Gainsight

ChurnZero

Google Sheets

Docs

Claude/ChatGPT

Job description

Alt Legal, Inc. is seeking a Customer Success Manager to own a portfolio of SaaS customers from onboarding through renewal. You will be the primary contact, ensure successful setup, drive adoption, and secure ongoing value from our trademark management platform.

You will collaborate with Support and Product teams to relay customer feedback, monitor account health, and coordinate renewals. This is ideal for those early in their CSM career seeking growth in legal tech and SaaS.