Enterprise Customer Success Manager

Key Skills

Algorithms, Docker, Java Programming, Machine learning techniques, NoSQL, R Programming, SQL

Job Description

Company Overview

Casetext is a fast-growing legal technology company tackling the $6 billion U.S. legal research market and advancing the cause of justice by empowering all attorneys to provide high-quality, efficient, and affordable representation to their clients. Our award winning research platform helps millions of users access and understand the law every month, and our AI-powered search tools are at the cutting edge of search technology. Casetext is backed by Union Square Ventures, Canvas Ventures, 8VC, Y Combinator and Touchdown Ventures.

About the Role

Casetext is looking for an Enterprise Customer Success Manager with 3+ years of experience to join our customer success team. Your responsibilities will include onboarding and training our Enterprise customers on our software, developing and implementing strategies to drive product adoption and maximize usage, managing Enterprise accounts to ensure that customer needs are being met at all times, and supporting our Enterprise sales team. You’ll join one of the most-awarded and fastest-growing companies in the legal technology market. This job is entirely remote, but you must be based in the U.S. and authorized to work in the U.S.

A JD Degree is required. The ideal candidate also has significant experience working in legal technology or for another SaaS company in a customer-facing role, specifically with Enterprise clients.

As the Enterprise CSM You Will:

• Onboarding and training Enterprise clients on our software, including developing customized training programs to serve specific client needs
• Regularly meeting and communicating with Enterprise clients to ensure that their needs are being met and that each Enterprise client is realizing the full value of our software
• Managing client accounts to ensure that customer needs are being met at all times, including offering tailored software solutions to address specific client needs and pain points and working with Engineering teams to achieve their objectives
• Providing support to Enterprise clients by answering questions about product usage and troubleshooting technical issues
• Working with our product and engineering teams to ensure that Enterprise clients’ needs are being met by new product features
• Communicating with internal departments, including Enterprise sales, customer supporting, and marketing, to ensure that the company is meeting Enterprise client needs
• Developing long-term strategies to improve Enterprise client satisfaction and increase retention rates
• Providing training and support to prospective Enterprise clients in structured trials and pursuing related initiatives to support our Enterprise sales team.

You:

• You are interested in learning about new technology and software – Casetext offers a suite of cutting-edge A.I.-based software products
• You are interested in the law – our customers are attorneys, and you will learn about what attorneys need for their firms and their practices in this role
• You are personable, have a positive attitude, enjoy problem-solving, and helping customers
• You enjoy working on cross-functional teams and contributing to broader outcomes–particularly ones focused on positive customer experiences

Salary Range: $90K-$120K (total compensation)

Casetext Benefits

• Competitive compensation
• Exciting and meaningful work with an ambitious and passionate team
• You’ll be a leader at a fast-growing start-up, take on a lot of responsibility, and play a substantial role in the future of the company
• Medical, dental, and vision insurance is covered for you, and we cover 50% for spouses and dependents
• Health FSA & Dependent Care FSA
• Short-Term & Long-Term Disability, covered at 100% for you
• Professional Development Budget
• Annual Wellness Budget
• One-time Technology Budget
• Flexible, remote-first work culture
• Generous maternity and paternity leave
• Unlimited PTO
• We’re a close-knit team of smart, driven people who really enjoy working together