Customer Success Manager

You know that moment when you realise “customer success” has quietly turned into “sales with a friendlier job title”?

Here’s one where it hasn’t. This is a fast-growing enterprise SaaS business whose platform sits at the centre of how large corporate legal teams work and whose public reputation has been built almost entirely by this team. Renewals and upsell belong to a separate account management team. Which means your only number is net revenue retention, and your actual job is the one you probably got into customer success to do in the first place: keeping around twenty genuinely important customers successful.

• No commercial target. Renewals and upsell sit with a separate team net revenue retention is the one KPI you’re measured on.
• A book you can actually know. Roughly 20–25 accounts, not 200, so there’s real preparation time behind every review you run.
• Conversations that count. You’ll work with senior legal operations leaders on their business goals the product is embedded in how they run, not a nice-to-have.
• A manager who has time for you. No manager here carries more than five CSMs, and they’ve promoted from inside the team into management more than once.
• A team people don’t leave. Onboarding is the thing new joiners rave about, retention is high, and around ten people have joined this team in the past year.

• Own the relationship from the moment implementation hands over, you’re the strategic partner, not the support desk
• Run quarterly and executive business reviews that senior stakeholders actually show up to
• Work with customers on what they’re trying to achieve as a business, and how the platform gets them there
• Multi-thread across the account new teams, new stakeholders, new use cases
• Run health checks, spot risk early, and pull in whoever you need internally to clear it
• Turn usage data into a story: build it, present it, recommend the next move

• 3-5+ years as a CSM in B2B SaaS, post-implementation and high-touch
• A complex, embedded product behind you
• A small book: 15 to 40 accounts.
• Real Q  and E  experience - the structure, the data, and a room full of senior people
• This team hires people who build rapport quickly and hold a room
• Based in the New York metro area, happy with three days a week in the office. Legal tech is a bonus, not a requirement; no sponsorship available

OTE of $150,000 - (90/10 split), with the balance paid as an annual bonus tied to company and individual performance. Comprehensive health and life cover, long-term illness and income protection, 15 days PTO, and three days a week in the New York office.