Senior Customer Success Manager

Position Overview

Senior Legal Growth Engine Customer Success Manager

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.

• 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.

• 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.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your…