Customer Success Manager

Strive has partnered with a rapidly scaling, VC-backed LegalTech disruptor that's transforming how enterprise legal departments engage, evaluate, and manage external counsel. With Fortune 500 clients already onboard and recent strategic product acquisitions, they’re seeking a Customer Success Manager with experience handling F500 accounts.

 

The Company:

• Series A growth stage – Backed by leading VC's with $20M+ in funding, this company is building the future of legal spend and vendor management
• Category creator – Their RFP platform is redefining how in-house legal selects and manages law firms, moving beyond spreadsheets and subjective decisions
• AI & workflow momentum – A recent acquisition of a complementary workflow and billing tool unlocks significant upsell and cross-sell potential
• Proven impact model – Customers see an average of 26% cost reduction, along with measurable improvements in operational transparency and efficiency

 

What We're Looking For

• Enterprise Growth Experience - You’ve expanded strategic accounts — not just maintained them. Land-and-expand is your playbook.
• LegalTech or Enterprise SaaS Background - Bonus if you've worked with Legal Ops, eBilling, RFPs, or procurement platforms.
• Executive Presence - You're comfortable engaging GCs, CFOs, and Heads of Legal Ops — running workshops, presenting insights, and influencing decisions.
• Strategic Thinking - You think in frameworks, bring ideas to the table, and focus on outcomes over features.
• Collaborative by Nature - You work well in a pod — partnering across CS, product, and sales to drive value.
• Data-Driven Approach - You use metrics to tell a story, uncover pain, and identify growth opportunities.

 

What You'll Be Doing:

• Owning a portfolio of enterprise clients in the US, overseeing the full customer lifecycle, from onboarding through adoption, expansion, advocacy and renewal.
• Crafting strategic, data-driven success plans for clients, based on their goals and areas of untapped potential and value.
• Managing projects and stakeholders to keep deliverables on track.
• Running high impact meetings as you engage, consult, challenge and strategise with corporate law departments around best practice outside counsel management, and RFP and AFA strategies.
• Training clients and investing in their self-service program, adoption and scalable enablement. Then driving ongoing change management.
• Supporting commercial growth opportunities through upsell or cross-sell.
• Building relationships and trust with stakeholders, converting them from users to advocates, and acting as the voice of the customer for product feedback.
• Orchestrating internal specialist resources (executives, product, engineering, support, marketing etc) to deliver outcomes for clients.
• Contributing to internal projects, such as content creation or process improvement.

 

Requirements:

 

Who You Are and What You Bring:

• 7+ years of professional experience, with 4+ years in Enterprise SaaS Customer Success, with a proven track record managing strategic, high touch accounts. You have overseen multiple implementations and launches.
• Strong understanding of how to drive impact across the customer lifecycle and how to navigate complex organizations.
• Clear and confident storyteller who makes complex ideas and data easy to understand at all levels, from executives to end users. You show your stakeholders how to become highly persuasive internal communicators of our value themselves.
• You see the bigger picture, detecting both growth opportunities and early risk signals. You work efficiently, and prioritize what matters most
• A positive, can-do mindset that starts with "yes, and", rather than "no, but", and you apply it to problem-solving and collaboration.
• Ability to travel up to 20% to client and internal meetings or events

 

Nice to Have

• Background in legal-tech, fintech, or enterprise SaaS. Knowledge of the legal pricing, law firm RFP process, and/or corporate legal departments
• Experience in a startup or scale-up environment, with the adaptability and pace it demands.