Senior Customer Success Manager

About the role

This position is responsible for managing the complete customer journey, starting with the very first contact and continuing through long-term retention and account growth. It combines responsive support work with proactive success efforts, so the focus is both on resolving issues quickly and on helping customers realize lasting value from the product.

The role is not limited to ticket handling. It also requires spotting opportunities to increase product usage, reduce churn risk, and support revenue growth.

Key responsibilities

• Handle customer questions and requests through chat, email, and similar channels.
• Investigate product problems and help users reach a resolution.
• Escalate bugs and product limitations to engineering and product teams.
• Deliver a responsive, accurate, and empathetic support experience.
• Guide new customers through onboarding and help them reach value quickly.
• Track product usage and reach out proactively to encourage adoption.
• Identify customers who may be at risk and intervene to reduce churn.
• Work with high-usage customers to support upgrades and expansion opportunities.
• Develop relationships with important users across legal, healthcare, and other core customer groups.
• Turn highly engaged free users into paying customers.
• Support usage growth through expansion opportunities such as document bundles.
• Strengthen retention by promoting steady product engagement.
• Represent customer feedback internally and help shape product decisions.
• Assist in creating scalable onboarding and success processes.
• Contribute to help center resources and customer education materials.
• Spot recurring issues and collaborate across teams to address root causes.

What we are looking for

• 5 to 6+ years of experience in customer success, customer support, or a mixed SaaS role.
• Strong troubleshooting ability and clear communication skills.
• Hands-on experience handling both large support volumes and proactive customer outreach.
• Comfort operating in a fast-moving, early-stage environment.
• A data-oriented approach to identifying risk and growth opportunities from product usage.
• The ability to switch effectively between urgent support needs and longer-term success planning.

Nice to have

• Exposure to product-led growth or freemium SaaS business models.
• Experience supporting legal, healthcare, or compliance-related workflows.
• Working knowledge of support platforms such as Intercom or Zendesk, and customer success tools such as Gainsight or HubSpot.

Role focus and success metrics

You will be accountable for customer satisfaction, activation, free-to-paid conversion, retention, churn reduction, and expansion revenue driven by increased usage.

How this role stands apart

• You will own both support and success responsibilities rather than only one of them.
• Your performance will be evaluated on retention and revenue outcomes, not only on ticket volume.
• You will help define the company’s customer success approach and operating model.