Enterprise Customer Success Manager

You know that moment when a customer stops seeing you as “the vendor” and starts seeing you as the person who makes their world run smoother?

This is that moment.

You’ll be joining a fast-growing SaaS company operating inside one of the most respected global software groups backed by serious investment, a differentiated AI product, and a Customer Success organisation that acts as a true strategic partner, not a support desk.

Their platform transforms how enterprise legal teams work: streamlining operations, improving visibility, and enabling leaders to make smarter decisions.

It’s not a “nice-to-have.” It’s business-critical.

Now, they’re expanding their New York CS team - and they’re looking for someone who can own a high-value, executive-level book of business and become the reason customers renew and expand their footprint.

If you love consultative work, multithreading senior stakeholders, and telling compelling stories through data… this is for you.

What You’ll Do

• Build trusted advisor relationships with senior legal and legal ops stakeholders - influencing how they work and what they achieve
• Manage a focused book of 15-20 enterprise customers, worth roughly $2.5M ARR
• Lead strategic QBRs and EBRs - using data, insights, and storytelling to shape customer direction and drive adoption
• Track customer goals, assess progress, and design measurable plans that deliver real ROI
• Run regular health checks to proactively identify risks and build mitigation plans
• Deeply understand the product and recommend best practices to help customers unlock more value
• Serve as the internal voice of the customer - feeding insights back to Product and influencing roadmap decisions
• Collaborate across CS, Support, and Product to unblock challenges and keep customers moving forward
• Work hybrid from the NY office 2-3 days per week alongside a seasoned, supportive CS team

What You’ll Need

• 3-5 years in a SaaS Customer Success Manager role with high-touch enterprise customers
• Experience delivering QBRs/EBRs with executives and shaping customer thinking
• Strong data analysis and presentation skills turning spreadsheets into compelling narratives
• Proven ability to multithread, influence, and lead discussions with senior stakeholders
• A consultative, relationship-first approach not commercial upselling or renewals-focused
• Resilience and composure in complex or challenging customer situations
• Ability to work hybrid (2–3 days weekly) in the New York office

Bonus: experience in legal tech, legal ops, fintech, or any consultancy-style SaaS environment.

Why This Role?

Because it combines the depth of true enterprise Customer Success with the stability and scale of a global software group.

You’ll be stepping into a role where:

• Your book is intentionally small so you can actually be strategic
• You get to build long-term relationships with smart, sophisticated customers
• The product is AI-powered, differentiated, and trusted by global brands
• CSMs have real influence internally not just a support function
• There are clear growth paths as the North America team continues to scale
• You’ll be rewarded for impact, not volume

If you want a CSM role where your work is genuinely meaningful where QBRs and EBRs drive strategy, not just check a box this is where you can do the best work of your career.