Customer Success Manager - Legal

About Us

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We do this by helping our clients organise, visualise and use their data (think Figma or Canva but for the ’City’). Our clients include the world’s biggest consultancies, leading financial institutions and top law firms.
Jigsaw was founded by two seasoned entrepreneurs, Stephen and Travis, and is now on a growth trajectory that places us in the top quartile SaaS companies globally.

We thrive on creativity, enthusiasm, and a touch of humour to make magic happen. We hire people with high ownership and a bias for action, then trust and empower them to do their best work.

As a Customer Success Manager at Jigsaw, you will serve as a trusted advisor for law firms across the Americas, driving adoption and business value from our legal technology solutions. You’ll own a portfolio of accounts representing approximately $1M in ARR, managing the full post‑sale customer lifecycle from onboarding through renewal and expansion. This hybrid role requires three days a week in office in either NYC or Miami.

• Customer Lifecycle Ownership
  • Serve as the primary point of contact and trusted advisor for a book of 15‑25 law firm clients
  • Develop deep understanding of each client’s business objectives and success metrics
  • Maintain accurate forecasting of renewals, expansions, and at‑risk revenue in Hub Spot
• Growth & Retention
  • Monitor customer health signals to identify at‑risk accounts and execute risk mitigation strategies
  • Lead renewal negotiations; structure agreements that reflect delivered value and enable expansion opportunities
  • Conduct strategic QBRs and EBRs to demonstrate ROI and deepen executive relationships
• Product Adoption & Enablement
  • Deliver high‑impact training sessions, workshops, and demos for end‑users, champions, and train‑the‑trainer programs
  • Identify and cultivate internal champions who drive adoption and advocacy
  • Create success stories, case studies, and reference opportunities with engaged clients
• Collaboration & Voice of Customer
  • Partner closely with Sales, Product, and Product Success to ensure seamless experience
  • Advocate for customer needs internally and translate feedback into actionable insights
  • Contribute to CS playbooks, best practices, and processes as we scale the function

• 1‑3 years in Customer Success, Account Management, or client‑facing B2B SaaS (preferably $50K+ ACV)
• Proven ability to manage 15‑25 accounts with varying health scores, delivering high GRR and NRR goals
• Experience negotiating renewals and expansion deals, comfortable discussing pricing and ROIBackground in legal, legal tech, professional services software, or highly regulated industries preferred
• Proficiency with CRM tools (Hub Spot preferred)
• Comfortable with SaaS products and ability to learn technical features quickly
• Exceptional verbal and written communication skills with high emotional intelligence and executive presence
• Positive, high‑energy presence that motivates customers and colleagues
• Ability to thrive in ambiguity, building the plane while flying it, and taking ownership of your book of business

$70K - $96K plus potential equity and benefits.

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