Client Success Manager – US Law Firms

Position Overview

As a Client Success Manager (CSM), you will serve as the strategic partner and trusted advisor to our B2B clients in the legal, corporate, and professional services sectors. You will drive customer value, ensure successful adoption of our professional development solutions (including Skills and CLE product lines), and identify opportunities for growth and expansion.

This pivotal role focuses on post-sale client success, delivering exceptional outcomes, securing renewals with incremental growth, and collaborating on upsell/cross-sell initiatives. You will own the client relationship, monitor account health, and contribute to revenue targets through proactive engagement and partnership with Business Development Managers (BDMs) and cross-functional teams.

• Own the client relationship post-sale, serving as the primary point of contact for onboarding, adoption, and ongoing success.
• Build trusted, strategic relationships with stakeholders across enterprise organizations, including C-suite executives, professional development managers, HR/recruiting teams, and those responsible for diversity, compliance, recruitment, and professional development.
• Ensure clients achieve measurable value and outcomes aligned with their goals, navigating complex org structures to build support for retention and expansion.
• Lead quarterly business reviews (QBRs), strategic check‑ins, and usage reporting to reinforce impact, address issues, and identify new opportunities.

• Identify, qualify, and execute upsell/cross‑sell opportunities to increase usage, penetration, and revenue across product sets.
• Partner with BDMs and the net‑new sales team to coordinate expansion initiatives and meet/exceed revenue targets for existing accounts.
• Contribute to account planning, share client insights, and maintain awareness of decision‑making processes to unlock additional value.
• Manage CRM (Salesforce) for sales motions, pipeline hygiene, strategic account plans, and forecasting deal progressions (e.g., at‑risk business, upsells).

• Guide clients through onboarding and implementation, partnering with internal stakeholders to allocate resources and ensure a smooth transition with early time‑to‑value.
• Drive usage, adoption, and engagement across our full suite of professional development offerings, providing triage for consumption or delivery issues.
• Proactively identify and resolve barriers, leveraging marketing, operations, and other teams for seamless delivery and optimized user experience.
• Maintain in‑depth knowledge of our education/training offerings, industry trends, competitor landscape, and customer feedback to inform innovation and roadmap insights.

• Monitor client health, usage metrics, satisfaction, and risk indicators to mitigate churn and stage opportunities.
• Track and report on key metrics, including adoption trends, expansion pipeline, renewal health, customer engagement, and sales growth.
• Manage renewal conversations, prepare forecasts, and maintain accurate, up‑to‑date records in CRM and client success platforms.
• Collaborate with Rev Ops for dashboard reporting, lead routing, and process optimization.

• 4–7 years of experience in Customer Success, Account Management, or Strategic Client Services, ideally in a B2B environment within legal, professional services, or education.
• Proven track record of driving adoption, retention, upsell growth, and meeting/exceeding revenue targets.
• Strong relationship‑building skills with comfort engaging executive stakeholders and navigating large enterprises.
• Ability to translate client goals into actionable plans, product solutions, and optimized processes.
• Excellent communication, negotiation, project management, and problem‑solving skills.
• Results‑oriented self‑starter with high accountability, a collaborative mindset, and proficiency in CRM software (ideally Salesforce) and Microsoft Office Suite.
• Familiarity with legal/corporate verticals and professional development trends a plus.

You will be at…