Customer Success Manager

1 day ago

New York, New York, United States Expert Institute Full time
About Expert Institute

Expert Institute is a leading expert consulting and insights platform, helping plaintiff firms win more cases and increase their profitability.

Job Description

Our Customer Success organization is a dynamic team building client relationships and leading retention. As a member of the Customer Success team, you'll be a face of Expert Institute and a strategic partner to our clients.

Key Responsibilities:
  • Manage and grow a book of high-value subscription accounts
  • Build strong relationships with attorney clients through phone calls, emails, and onsite visits
  • Oversee client communications, track account health, and work closely with Sales to prepare accounts for renewal
  • Present proposals and discuss pricing with renewing accounts
  • Strategically increase usage of our service within each firm and maximize retention rates
  • Work closely with our Medical and Research teams to deliver exceptional client experience
  • Bring passion, high energy, and a strategic mindset to help us provide superior service
  • Stay up-to-date on the latest and most relevant legal industry news and updates
  • Support other members of the CS and Sales team with tasks and projects as needed
Qualifications:
  • 3-6+ years of relevant sales, client relationship, or client engagement experience
  • Experience at a SaaS company preferred
  • Salesforce experience preferred but not required
  • Strong presentation and communication skills
  • Knowledge of the legal industry is a plus but not required
  • Ability to work autonomously and in a team setting in a fast-paced startup environment
  • A positive and professional disposition
  • Continuous interest in learning and growth
  • Some travel required

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