Customer Success Manager - Law.com

Summary

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, drive onboarding and product adoption, support retention efforts, and gather customer feedback.

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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

• Fully remote workplace
• 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