Customer Success Manager - Legal

Join to apply for the Customer Success Manager - Legal role at Jigsaw
.

Get AI-powered advice on this job and more exclusive features.

At Jigsaw, we’re on a mission to transform the way professional services and financial institutions work. We help 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 has grown rapidly. Today we proudly serve thousands of users from nearly two hundred businesses worldwide.

We’re looking for talented people to help us achieve ambitious goals. We thrive on creativity, enthusiasm, and a touch of humour.

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'll 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 role places you at the intersection of legal innovation and client partnership, working with world‑renowned law firms. Your success will be measured by retention, expansion revenue, customer satisfaction, and your ability to turn clients into advocates.

Working at a high‑growth startup means variety, velocity, and the opportunity to shape what we’re building. This is an opportunity to build your career alongside a scaling business.

Please note:

This is a hybrid role, with three days a week required 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, owning their success and revenue outcomes.
• Develop deep understanding of each client's business objectives, workflows, and success metrics to align Jigsaw’s value to their strategic priorities.
• Maintain accurate forecasting of renewals, expansions, and at‑risk revenue in Hub Spot.
• Proactively monitor customer health signals (usage analytics, engagement patterns, support trends) to identify at‑risk accounts before renewal and develop and execute risk mitigation strategies.
• Lead renewal negotiations, structuring agreements that reflect delivered value and set foundation for expansion, identifying cross‑sell and upsell opportunities through discovery conversations and strategic account planning.
• Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that demonstrate ROI and deepen executive relationships.
• Deliver high‑impact training sessions, workshops, and demos for end‑users, champions, and train‑the‑trainer programs.
• Identify and cultivate champions within client organizations who can drive internal adoption and advocacy.
• Create success stories, case studies, and reference opportunities with your most engaged clients.
• Partner closely with Sales (hand‑offs, upsells), Product (feature requests, roadmap influence), and Product Success (escalations, technical issues) to ensure seamless customer experience.
• Advocate for customer needs internally, translating feedback into actionable insights for product and go‑to‑market teams.
• Contribute to CS playbooks, best practices, and processes as we scale the function.

• 1‑3 years in Customer Success, Account Management, or client‑facing roles in B2B SaaS (preferably $50K+ ACV).
• Proven ability to independently manage a portfolio of 15‑25 accounts with varying health scores and engagement levels, and a track record of achieving high GRR and NRR goals.
• Experience negotiating renewals and expansion deals, with comfort discussing pricing, contract terms, and ROI.
• Background in legal, legal‑tech, professional services software, or highly regulated industries is a strong plus.
• 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, in person and virtually.
• Positive, high‑energy presence that puts customers and colleagues at ease; focus on solutions rather than complaints.
• You thrive in ambiguity and are comfortable building the plan while flying it, and don't need perfect processes to be effective.
• You take ownership of your book of business, but know when to collaborate, elevate, or ask for help.

Compensation Range: $70 K – $77 K.

Hybrid role: three days a week required in‑office in either NYC or Miami.

Referrals increase your chances of interviewing at Jigsaw by 2x.

Apply BELOW