Strategic Enterprise CSM

Nextlex; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Nextlex is seeking a strategic Customer Success Manager in San Francisco to nurture long-term relationships with law firm and enterprise clients, ensuring they derive maximum value from the platform. You will own accounts, drive adoption through onboarding, training, and QBRs, monitor health metrics, and lead expansion opportunities with cross-functional teams.

The role emphasizes data-driven decision making, executive reviews, and refined success plans to minimize churn and maximize renewal

Qualifications

• 3+ years of customer success or account management experience in B2B SaaS.
• Strong relationship-building and communication skills.
• Experience managing enterprise accounts with multiple stakeholders.

Responsibilities

• Own a portfolio of client accounts as primary contact and trusted advisor.
• Drive product adoption and engagement through onboarding, training, and QBRs.
• Monitor account health metrics and address churn risks with tailored plans.
• Identify upsell opportunities by understanding client workflows and pain points.

Skills

Relationship building

Communication

Data-driven

Tools

Gainsight

Totango

Job description

Nextlex is seeking a strategic Customer Success Manager in San Francisco to nurture long-term relationships with law firm and enterprise clients, ensuring they derive maximum value from the platform. You will own accounts, drive adoption through onboarding, training, and QBRs, monitor health metrics, and lead expansion opportunities with cross-functional teams.

The role emphasizes data-driven decision making, executive reviews, and refined success plans to minimize churn and maximize renewal