Job Details

Customer Success Manager

Our client is a fast-growing legal technology company focused on transforming how litigators approach routine drafting tasks. Co-founded by a senior litigation attorney and a veteran software engineer from one of the world's top eDiscovery platforms, this company blends deep industry knowledge with cutting-edge design and engineering. Their product is tailored to align seamlessly with the workflows litigators already use-no steep learning curves, just time saved.

With a mission to eliminate tedious, repetitive legal tasks, the company empowers attorneys and support staff to spend more time on strategy and high-impact work. In doing so, they help law firms recruit and retain talent, reduce costs for clients, and elevate the quality of legal documents.

Job Description

Client Onboarding and Training

• Guide new clients through a smooth and efficient onboarding process.
• Deliver engaging training sessions to ensure users are confident using the platform.
• Act as a trusted advisor by sharing product best practices and use cases tailored to client needs.

Customer Support and Issue Resolution

• Serve as the primary point of contact for day-to-day client support, addressing inquiries with professionalism and urgency.
• Collaborate cross-functionally with the technical team to troubleshoot product issues and ensure timely resolution.
• Track and escalate client concerns as needed while maintaining clear communication throughout the process.

Client Relationship Management

• Build strong, long-term relationships with clients to understand their goals and ensure satisfaction.
• Conduct proactive outreach to key accounts, including outbound check-ins and usage reviews.
• Take initiative to improve the client experience beyond reactive support-identify trends, gather feedback, and champion improvements internally.
• This role will start as an individual contributor with the potential to grow into a leadership position managing future Customer Success hires.

Retention and Upselling

• Monitor client engagement and identify opportunities to increase adoption.
• Collaborate with the Sales and Product teams to identify and act on upsell opportunities.
• Contribute to strategies that reduce churn and improve long-term retention.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

• 3+ years in Customer Success, Account Management, Client Services or related roles.
• Experience working in a SaaS, legal tech, or B2B software environment is highly preferred.
• Strong communication skills, both written and verbal, with the ability to manage client expectations and explain technical concepts clearly.
• Self-starter with a proactive mindset-comfortable managing day-to-day support needs while driving broader relationship-building initiatives.
• Excited by the opportunity to build and grow a Customer Success function in a scaling startup environment.
• Bonus: Experience making outbound client calls, leading training sessions, or mentoring team members.

What's on Offer

• Remote
• Generous benefits
• Base salary
• Potential Profit Sharing
• Join an innovative industry leading company with high growth potential