[Remote] Customer Success Manager - Law.com
Note: The job is a remote job and is open to candidates in USA. Centellic is a global intelligence and information services business that provides data, insight, and AI-enabled technology to support critical business decisions. The Customer Success Manager will manage customer relationships across the Law.com product portfolio, supporting onboarding, product adoption, engagement, retention, and account success.
Responsibilities
- Support the management of a portfolio of customer accounts across the Law.com product portfolio
- Build relationships with customer stakeholders and serve as a reliable day-to-day contact
- Assist customers with onboarding activities and product adoption initiatives
- Help customers identify ways to incorporate products into their workflows and business processes
- Proactively engage customers to ensure a positive customer experience
- Promote usage and adoption of: Law.com; Law.com International; Law.com Compass; VerdictSearch; Law.com Radar; Law.com Scholar; NewsVault
- Deliver introductory product training sessions and support webinars
- Monitor user engagement and follow up with customers to encourage adoption
- Share product updates, new features, and best practices with customers
- Assist in creating customer communications and educational materials
- Monitor customer activity and engagement levels
- Escalate customer concerns and potential renewal risks to senior team members
- Maintain accurate customer records and activity notes in company systems
- Collaborate with Customer Care, Product, and Sales teams to resolve customer issues quickly
- Support renewal efforts by helping ensure customers realize value from their subscriptions
- Gather customer feedback regarding product functionality, content, and user experience
- Share customer insights with Product, Editorial, Marketing, and Sales teams
- Participate in customer surveys, feedback initiatives, and advocacy programs
- Help identify common customer questions and contribute to knowledge-sharing efforts
- Collaborate closely with Customer Success Managers, Account Executives, and Customer Care teams
- Participate in training and development programs to build product and industry knowledge
- Contribute ideas for improving customer engagement and onboarding processes
- Learn customer success best practices and develop consultative customer management skills
Skills
- • 1-3 years of experience in Customer Success, Customer Support, Account Management, Client Services, Sales Support, Hospitality, or a related customer-facing role
- • Excellent written and verbal communication skills
- • Strong organizational and time-management abilities
- • Comfortable learning new technologies and software platforms
- • Ability to manage multiple priorities in a fast-paced environment
- • Customer-focused mindset with a desire to help clients succeed
- • Familiarity with SaaS, subscription-based products, or information services
- • Experience using CRM or customer success platforms (such as ChurnZero, Gainsight, or Plan Hat)
- • Interest in legal, professional services, research, media, or information products
- • Experience delivering presentations, training, or customer support
Benefits
- 15 vacation days, 12 company holidays, three personal days, one day to volunteer at the organization of your choice, plus a day off for your birthday each year
- Choice of three Cigna health insurance plans, two dental plans, and vision coverage.
- Health Savings Accounts (HSA) and Flex Spending Accounts (FSA)
- Comprehensive wellness program
- Employer paid life insurance
- Employer paid short-term and long-term disability insurance
- Accident and critical illness insurance
- 401K and Roth retirement savings plans with employer matching
- Employee Referral Awards
- Tuition reimbursement after 1 year of service
- Commuter Benefits
Company Overview