Customer Success Manager

About Us
We are a fast-paced SaaS fintech startup specializing in streamlining financial workflows for law firms. Our mission is to help professional service firms run better businesses through innovative technology and exceptional customer success. By 2033, we aim to help our clients invoice and collect $20 billion through LeanLaw.
We operate on EOS principles with core values driving everything we do:

• Do the Right Thing: Act with integrity for customers, employees, and stakeholders.
• Grow or Die: Relentlessly pursue growth through grit, learning, and innovation.
• Own It: Take accountability for results and mistakes alike.
• Default to Trust: Foster honest, open communication and embrace healthy conflict.

Who You Are
You’re an adaptable, high-energy CSM who thrives with a blank slate. You’re a problem solver, passionate about building trust, and eager to navigate a fast-paced, entrepreneurial environment. You understand the unique challenges of law firms and have experience with QuickBooks Online or legal accounting workflows.

What You’ll Do
As a Customer Success Manager, you’ll play a pivotal role in driving customer outcomes, engagement, and retention, ensuring our software becomes indispensable within 90 days of onboarding. You will:

• Relationship Building:
• Act as a trusted advisor to customers, building strong, lasting relationships.
• Proactively communicate to understand their needs and deliver solutions.
• Advocate for customers internally by ensuring their feedback drives product and service improvements.
• Customer Success Strategy:
• Implement scalable, proactive strategies to help customers achieve their goals.
• Monitor customer health metrics, leveraging insights to increase satisfaction and engagement.
• Develop personalized success plans for clients aligned with their business objectives.
• Retention and Growth:
• Identify and execute opportunities for upselling and cross-selling, ensuring clients maximize value from our software.
• Lead renewal processes with a focus on retention and expanding accounts.
• Data-Driven Execution:
• Utilize customer segmentation to prioritize time and deliver efficient, personalized support.
• Leverage data to anticipate customer needs and drive proactive engagement.
• Use metrics like Net Retention Revenue (NRR) and Time-to-Value (TTV) to demonstrate success.
• Collaboration and Leadership:
• Partner with Sales, Product, and Support teams to align on customer goals and deliver a seamless experience.
• Contribute to internal playbooks and processes, ensuring continuous improvement in customer success practices.
• Represent customer success in leadership discussions, championing ROI and strategic impact.

Customer Success Manager Interview Process

1. Application Review
   After you apply, our Manager of Customer Success, Jay Sanchez, will review your resume and application answers.
• Feel free to use tools like ChatGPT for brainstorming or drafting ideas, but ensure your responses showcase your unique perspective and experience. We’re looking to learn about you and how you think!
2. Initial Interview
   If your qualifications align, we’ll schedule an interview with Jay to discuss your experience in detail.
3. Reference Check
   Successful candidates will proceed to a reference check for additional insights.
4. Final Interview
   If all goes well, you’ll meet with both Jay Sanchez and our Head of Revenue, Matt Newbill, for a final interview.
5. Offer
   If we determine a strong mutual fit, we’ll extend an offer.

Our Priority
While our goal is to onboard the right candidate by Q1, our top priority is finding someone who will thrive in this role and our environment. We are willing to take the time necessary to ensure a great fit, rather than rushing the process.

Note: For transparency in the recruiting process, any communication about the status of your application will be sent via our company email by our team. We do not provide details about your application through any social media or personal email address.

Requirements

Qualifications

• 2+ years of experience in customer success, account management, or a similar role in SaaS or legal tech.
• Familiarity with QuickBooks Online and legal workflows is strongly preferred.
• Proven track record of driving customer retention, satisfaction, and revenue growth.
• Strong organizational skills and ability to manage multiple priorities.
• Exceptional communication and problem-solving skills.
• Ability to thrive in a startup environment: fast, flexible, and resilient.
• Familiarity with HubSpot & Intercom a plus.
• Must be authorized to work in the USA.

Benefits

Why Join Us?

• Be part of a mission-driven startup that values innovation and growth.
• Collaborate with a passionate, supportive, and driven team.
• Shape the future of our customer success strategy and make a lasting impact.
• Full-time role.
• Medical, dental, and vision plan options.
• 401k with employer match.
• Remote work with option for hybrid if close to our HQ in Boise, ID.
• Salary range: 60,000-75,000 annual USD base
• Flexible schedule.