Customer Success Manager

OVERVIEW

Minute Box 👉

• Loved by legal professionals
• Supercharging legal work
• Fast, efficient and fun

Our customers turn hours of legal work into minutes by supercharging their workflows. Along with you, we're shaping the future of legal, regulatory and compliance work. Join us!

For too long legal software has been difficult, boring and stuck in the '90s. We're shaping the future of legal work with fun, delightful products that bring joy to our users and that adds value to their work.

Accomplishing this begins with a great team that cares about our customers, our values and each other.

Legal technology is the last frontier awaiting its technological revolution in the workplace and Minute Box is at the forefront. We are taking on a massive market and a massive problem across various domains and practice areas.

Minute Box is a place where leaders are born. Our founding team and management believe in empowering you to lead and excel at what you do best. We value 🧠 mental and 💪🏼 physical health and well‑being and strive to create a positive work environment for everyone.

Customer Success Manager

Minute Box is a cloud‑based platform used by law firms, large companies, and accounting firms for entity management, corporate governance, minute book storage and workflow automation. Its innovative suite of products are used by some of Canada’s largest legal departments and global professional services organizations.

The team has created the most powerful, accessible and secure legal technology available and the company is growing quickly as they continue to expand their footprint across North America.

As a Customer Success Manager, you will be the strategic advisor and trusted partner to many of our customers. This role goes beyond day‑to‑day account management—you’ll be leading long‑term relationships, driving business outcomes, and ensuring that our customers view Minute Box as a critical partner in their success.

You will own a portfolio of accounts and play a hands‑on role in onboarding, implementation, adoption, renewal, and expansion. You will work closely with various teams to align on business goals, measure success, and deliver clear ROI through our platform. Your focus will be on building advocacy, mitigating risk, and driving sustained customer value.

This role is highly cross‑functional; you will collaborate with Sales on expansion opportunities, partner with Implementation and Support to ensure a seamless customer journey, and work with Product to bring the voice of the customer directly into roadmap discussions and QBRs. You will also contribute to building playbooks, processes, and scalable programs that elevate the entire Customer Success function.

This is a high‑impact role where success will be measured not only by renewals and expansions but also by the depth of trust and partnership you establish with customers, your ability to drive adoption and advocacy, and your contributions to improving our overall customer journey.

You will report to the VP, Customer Success and collaborate closely with the broader CS and Revenue teams to influence customer outcomes, reduce churn, and accelerate growth.

• 6+ years of Customer Success, Account Management, or related experience in a B2B SaaS environment (legal tech experience an asset).
• Proven track record managing multiple customers and driving retention, adoption, and revenue growth.
• Strong understanding of customer lifecycle management including onboarding, adoption, renewals, and expansion.
• Excellent communication skills—capable of engaging technical and non‑technical audiences at all levels.
• Strong presentation and facilitation skills for executive‑level discussions, QBRs, and training sessions.
• Analytical, data‑driven, and results‑oriented with the ability to translate metrics into action plans.
• Exceptional organizational and time‑management skills to manage multiple complex accounts.
• Collaborative, team‑first mindset—able to partner effectively across departments.
• High degree of initiative and comfort working in a fast‑growing, dynamic, and evolving environment.
• Familiarity with CRM and CS…