[Hiring] Senior Customer Success Manager @Athennian

Role Description

As a Senior Customer Success Manager (CSM) reporting to the Director, Customer Success, you'll be a high-impact contributor who serves as the ultimate advocate for our clients, a strategic growth driver, and a data-driven decision-maker. In this role, you will build deep relationships to understand unique client needs and empower them to achieve exceptional results by fully leveraging Athennian’s platform.

You will act as the voice of our clients, develop sophisticated, value-driven success plans, and analyze key metrics to drive continuous improvement. As a Senior CSM, you will handle complex client use cases with a high degree of autonomy, while playing a key role in optimizing our internal CS playbooks and methodologies.

What you'll do

• Own and build strong, strategic relationships with a dedicated portfolio of customers, effectively managing accounts with high architectural or organizational complexity.
• Drive customer renewal and retention, consistently exceeding quarterly Net Dollar Retention (NDR) goals by identifying and neutralizing churn risks early.
• Identify and capitalize on opportunities for revenue growth, managing complex expansion and upsell negotiations from discovery to close.
• Develop and pilot innovative strategies to increase customer engagement and product adoption that can eventually be scaled across the wider CS team.
• Collaborate with internal teams to ensure seamless onboarding and ongoing training, specifically for multi-faceted or global implementations.
• Serve as the primary point of contact for customer escalations, ensuring swift, independent resolution of critical issues.
• Provide insightful, data-backed analysis and feedback to inform team decision-making and product roadmap recommendations.
• Execute high-impact quarterly business reviews with clients to identify growth opportunities, demonstrate ROI, and address any lingering concerns.
• Monitor customer health, proactively identifying and mitigating risks using advanced data analytics and health indicators.
• Lead internal initiatives to improve Customer Success processes, playbooks, and cross-functional workflows.

Qualifications

• 6+ years of success in a commercially-focused Customer Success role within a B2B SaaS environment, with a proven track record of handling increased account complexity.
• Familiarity with the legal tech, governance space, entity/equity management, private equity solutions, or adjacent private equity related software.
• A natural relationship-builder who is skilled at fostering strong connections, navigating complex political landscapes within client organizations, and building trust with senior clients.
• A proactive approach to assessing growth opportunities alongside experience driving deals through to close.
• Empathetic and customer-centric, with a genuine passion for understanding and exceeding client expectations.
• An excellent communicator adept at simplifying complex technical, legal, or workflow issues and conveying information clearly to both technical users and executive sponsors.
• Strategic and proactive in client interactions, with a proven ability to mitigate churn, drive adoption, and encourage expansion with minimal oversight.
• Highly organized, collaborative, and detail-oriented, with a proven ability to manage competing priorities and complex projects while driving change effectively.
• Travel expected based on book of business and internal/external company events.
• Must be based in and authorized to work in the US/Canada, working on an EST schedule.

Requirements

• An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level.
• Experience working at a law firm or with an in-house legal team.
• Knowledge of and ongoing interest in the legal space, corporate governance, and regulations that may impact our customers and their business.

Benefits

• Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown.
• Health, dental, and vision, long-term disability, and a Health Spending Account (HSA).
• Flexible parental leave benefits, including top-ups.
• A dedicated work-from-home allowance to get you set up for success.