Customer Success Manager

4 weeks ago


Phoenix, Arizona, United States Expert Institute Full time
Job Description

At Expert Institute, we're building the smarter future of legal technology. Our cloud-based expert service platform, Expert iQ, empowers attorneys with the expertise they need to win. We're proud to call some of the nation's most prominent law firms as clients, working together with our network of over 3 million subject-matter experts to secure over $20 billion in recovered value across recent civil rights, Big Tech, and major league sports-related litigation.

We're making this happen through a SaaS-enabled model, where our team is the fuel driving the expert engine. As we roll out new Expert iQ features, expand our client base, and onboard new experts, we're always looking for growth-minded individuals to join our team.

As a member of our Customer Success team, you'll be a face of Expert Institute and a strategic partner to our clients. You'll understand the pulse of the legal industry and communicate how our expert services will transform a firm's caseload.

Key Responsibilities
  • Manage and grow a book of high-value subscription accounts
  • Build strong relationships and rapport with our existing attorney clients through phone calls, emails, and onsite visits, serving as their primary point of contact
  • 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
  • 2-6+ 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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