Customer Success Manager
Role Overview
We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to join our growing team. As a CSM, you will be the trusted advisor for our customers, guiding them through onboarding, adoption, and expansion of our solutions. You will ensure customers realize the full value of their investment, achieve their data governance goals, and remain long-term advocates.
Key Responsibilities
- Serve as the primary point of contact for a portfolio of enterprise customers, building strong relationships at both technical and executive levels.
- Lead onboarding and implementation processes, ensuring a smooth transition from sales to active usage.
- Drive product adoption through training, regular check-ins, and strategic planning sessions.
- Monitor customer health metrics, proactively identifying risks and opportunities for growth.
- Partner with Sales to identify and execute upsell and cross-sell opportunities.
- Act as the voice of the customer internally, providing feedback to Product, Engineering, and Marketing teams.
- Prepare and deliver quarterly business reviews (QBRs) to align on goals, showcase ROI, and plan future initiatives.
- Stay informed on industry trends, data privacy regulations, and best practices to provide valuable guidance to customers.
Skills & Experience
- Proven experience in a Customer Success, Account Management, or similar client-facing role, ideally within SaaS or enterprise software.
- Experience working with enterprise-level customers in regulated industries such as legal, financial services, or government is highly desirable.
- Familiarity with data governance, privacy, security, or compliance solutions is a strong advantage.
- Strong communication and presentation skills, with the ability to influence stakeholders at all levels.
- Excellent problem-solving and organizational skills, with a proactive, solution-oriented mindset.
- Comfortable managing multiple priorities in a fast-paced environment.
- Services
- Career search
- Locations
- Boston, Baltimore, Atlanta, Chicago, New York, Philadelphia, Washington D.C.
- Remote status
- Fully Remote
Novum Global - Worldwide Legal Sector Specialist
We create opportunities for legal technology businesses and law firms through business advisory and talent acquisition services and for candidates through building long-term careers.
Novum Global bring over 20 years of expertise together from a variety of disciplines to make the future of technology vendors and professionals brighter. Our team is dedicated to being the partner that businesses, firms and professionals can go to with ease of mind that their growth aspirations are in the best hands.
Novum Global's services range from start to end as we find the best matches between open roles and professionals and support the development and successful execution of strategic goals.
About Novum Global
Novum Global is a global specialist in the legal sector, connecting legal tech businesses, law firms, and candidates with opportunities for growth. Trusted by 130+ businesses, law firms, and thousands of candidates, Novum Global delivers exceptional consulting, talent acquisition, and tailored advisory services in sales, marketing, and HR. Focused on driving growth at personal and corporate levels, Novum Global empowers clients with the tools and expertise needed to stay ahead in the legal industry.