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 fir

m.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.

• 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.
• 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.

• 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.

• 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.

• 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.

• 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.
• 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 background and experience. These considerations can cause your compensation to vary. We expect…