Customer Success Specialist

Overview

We are seeking a proactive, relationship-driven Customer Success Specialist to help our clients' customers achieve measurable results using their SaaS platform.

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This role is responsible for onboarding, adoption, retention, and expansion across a portfolio of B2B accounts. The ideal candidate has strong communication skills, a consultative mindset, and experience driving value and engagement in a SaaS environment.

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Key Responsibilities

• Customer Onboarding & Activation  

• Lead onboarding for new customers, including kickoff calls, success planning, training, and configuration.  

• Understand each customer’s business goals, workflows, and success metrics.  

• Ensure customers reach time-to-value quickly and efficiently.

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Relationship Management  

• Serve as the primary point of contact and trusted advisor for assigned accounts.  

• Build long-term relationships to support adoption, satisfaction, and customer advocacy.  

• Conduct regular check-ins, QBRs, and strategic reviews.

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Product Adoption & Optimization  

• Monitor usage data to identify adoption trends, risks, and expansion opportunities.  

• Provide best-practice recommendations and workflow optimization guidance.  

• Partner with product and engineering teams to relay customer feedback and drive improvements.

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Retention & Expansion  

• Reduce churn by identifying early warning signs and proactively resolving issues.  

• Drive upsell and cross-sell opportunities in collaboration with sales.  

• Renew contracts and maintain high NRR (Net Revenue Retention) for your portfolio.  

• Support & Issue Resolution  

• Coordinate with support, product, and engineering teams to resolve escalations.  

• Ensure customer issues are tracked, prioritized, and closed on time.

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Qualifications Required

• 2–5+ years of experience in Customer Success, Account Management, or related B2B SaaS roles.  

• Strong communication, presentation, and relationship-building skills.  

• Experience managing a portfolio of SMB, mid-market, or enterprise accounts.  

• Ability to interpret product usage analytics and customer health metrics.  

• Problem-solver with strong organizational and project management skills.

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Preferred

• Experience with CRM/CS tools (Salesforce, HubSpot, Gainsight, Totango, etc.).  

• law firm industry experience with legal tech and AI.  

• Background in onboarding, training, or implementation.