Customer Success Manager - Legal

1-5 years of working experience in a customer facing role

Manage a book of legal accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite

Develop key relationships and drive usage with a wide range of subscribers through understanding each of their different workflows, educating them on best practices on how to use their subscription, gathering feedback, and providing updates on new functionalities/databases

Leverage existing customer relationships and expand the network of relevant contacts within each client to become the partner of choice for their needs

Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls, and in-person meetings to maximize usage and adoption

Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our client’s needs are met

Work closely with the sales team to develop account strategy, monitor client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth