Hybrid Customer Success Manager

at Actionstep

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $80,000 - $100,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Azure
• Location requirements: Hybrid, Denver, United States

About the role

• Customer Success Manager responsible for developing customer relationships for Actionstep's software. Engaging in customer retention, advocacy, and satisfaction for legal practices.

Responsibilities

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs.
• Serve as the primary interface to manage and resolve any critical situations
• Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
• Proactively drive accounts with minimal oversight.
• Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders
• Meet regularly with customers in person.
• Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience
• Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization
• Facilitate quarterly business reviews (QBR’s) with all assigned accounts 40+
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and increased usage
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth
• Update and maintain Customer Success database (Churn Zero) with the most relevant account details

Requirements

• Experience: 4-6 years of relevant experience in customer success, account management, or a related customer-facing role (preferably in a SaaS or legal technology environment), or an equivalent combination of experience and education.
• Leadership & Communication: Exceptional leadership and communication skills, with the ability to engage in and manage difficult discussions with senior-level and C-suite stakeholders while maintaining professional composure and confidence.
• Teamwork & Organization: Strong team player with a detail-oriented and highly organized approach to managing tasks of varying priority and stress levels in a fast-paced environment.
• People Skills: Comfortable and effective in phone-based and virtual interactions, with a professional, patient, and balanced demeanor suited for conflict resolution and problem-solving.
• Motivation & Results: Self-motivated and results-oriented, with a passion for transforming how legal information is created, consumed, and utilized to enhance practice efficiency and improve patient outcomes.
• Autonomy: Ability to work independently with minimal direction, taking initiative and thriving as part of a collaborative Customer Success team.
• Consultative Approach: Empathetic communicator with a consultative mindset, adept at understanding and addressing customer perspectives to drive success.
• Technical Skills: Working knowledge of CRM/CSM applications such as Salesforce and/or ChurnZero  is a plus; proficiency in learning and leveraging new software tools is essential.
• Adaptability: Skilled at multitasking and shifting focus/priorities on the fly, ensuring customer satisfaction and business goals are met in dynamic settings.
• Education: Bachelor’s degree in Business, Communications, egal Technology, or a related field (or equivalent professional experience).
• Things that will give you a head start in the role:
• Accounting / trust accounting knowledge
• Exposure to the legal industry (working with lawyers and law firms)
• A strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.
• Experience working with Microsoft Teams, Churn Zero, Fresh Desk, Zoom, Azure

Benefits

• Robust medical, dental, vision offerings
• 401K with company match
• Flexible working and PTO
• Take your birthday off
• Frequent team building events
• Fantastic training and development opportunities