Senior Customer Success Manager

Position Overview:

Senior Legal Growth Engine Customer Success Manager

Overview The Senior Customer Success Manager (CSM), Full Portfolio, is accountable for driving measurable business outcomes for high-value law firm clients across the Internet Brands Legal ecosystem (Find Law, Martindale-Avvo, Nolo, Lead products, Websites, Paid Media, CRM integrations, and related solutions).

The LGE Full Portfolio CSM owns a performance-driven solution. They are responsible for aligning visibility, reputation, marketing execution, an understanding of client intake systems, and case conversion into a cohesive growth strategy tailored to each firm.

The Senior CSM serves as the single strategic point of accountability for a defined portfolio of high-investment law firms. They operate as a performance consultant, internal quarterback, and executive partner to clients — ensuring that marketing efforts translate into measurable business results.

This role is critical to scaling the Legal Growth Engine model and building a differentiated, performance-first approach to legal marketing.

Responsibilities
1. Own Business Outcomes (Not Products)

Manage a portfolio of high-value, multi-product law firm accounts.

Align each client to defined performance KPIs (leads, CPL, signed cases, cost per case, ROI).

Translate multi-channel activity into measurable business impact.

Drive renewals, expansion, and portfolio growth through proven performance.

2. Lead Cross-Portfolio Strategy

Coordinate visibility (directories, profiles, paid placements), marketing (PPC, lead gen, website), and conversion (intake, CRM integration) into a unified strategy.

Partner with Paid Media, Product, Marketing, Reporting, and Operations to ensure campaigns are optimized toward case outcomes.

Ensure CRM integrations are implemented and maintained to enable lead-to-case tracking and closed-loop reporting.

Escalate and resolve operational blockers that impact performance.

3. Executive-Level Client Partnership

Conduct structured monthly performance reviews grounded in data and strategy.

Translate performance dashboards into business insight and recommended actions.

Manage sophisticated stakeholders, including managing partners, marketing directors, and intake leaders.

Maintain proactive communication around risks, performance shifts, and growth opportunities.

4. Performance & Data Leadership

Analyze multi-channel reporting (directories, PPC, lead programs, website performance, CRM data).

Identify trends, optimization opportunities, and portfolio reallocation strategies.

Ensure alignment between marketing performance and case conversion data.

Contribute to the evolution of reporting systems, dashboards, and performance benchmarks.

5. Revenue & Margin Accountability

Identify expansion opportunities across the portfolio.

Proactively mitigate churn and down-sell risk.

Understand unit economics, portfolio margin impact, and growth thresholds.

Partner with Sales during renewal cycles and expansion motions.

6. Build & Scale the Program

Contribute to best practices, playbooks, onboarding frameworks, and performance standards.

Provide feedback to Product and Leadership on systemic gaps or opportunities.

Support pilot initiatives tied to AI, CRM integration, and advanced attribution models.

Requirements

5–8+ years in Customer Success, Account Management, or Performance Marketing roles.

Experience managing complex, multi-channel marketing programs (PPC, paid media, lead generation, websites).

Strong understanding of marketing KPIs: CPL, CPA, ROAS, conversion rate, attribution.

Experience working with CRM platforms (Clio, Salesforce, Litify, Lead Docket, etc.) and understanding lead-to-case workflows.

Demonstrated ability to translate data into executive-level insights.

Comfort managing demanding, high-investment clients.

Highly organized, systems-oriented, and operationally disciplined.

Executive presence and strong presentation skills.

Thrives in ambiguity and scaling environments.

Willingness to operate with urgency and accountability in a performance-driven model.

About Internet Brands:

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect total compensation for this role to be in the low $100s (base + variable commission)

We encourage all interested candidates to apply.

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services.

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