Customer Success Manager

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🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟢 Junior

🏆 Customer Success

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Alt Legal - IP Management Software

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

SaaS • B2B • Legal

Alt Legal is a company that provides advanced IP docketing and trademark protection software designed to simplify trademark management for professionals and organizations. Their software offers a range of automated features such as manual docketing automation, daily email updates, and calendar synchronization to minimize errors and manual work in trademark management. Alt Legal’s platform supports global trademark portfolios with features like USPTO trademark filing identification, trademark watch tools for potential infringement, and extensive data integration with over 180 jurisdictions. This service is popular among law firms and IP professionals who benefit from their easy-to-use interface and additional services like IP paralegal support. Alt Legal is committed to enhancing their software and investing in client success through personalized service and frequent updates.

📋 Description

• Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle • Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality • Conduct regular check-ins and business reviews with customers to monitor product adoption and account health • Identify at-risk accounts early and work with the Customer Success team to develop and execute retention plans • Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them • Track and report on key account metrics such as adoption, satisfaction, and renewal likelihood • Partner with the Customer Support Specialist team to ensure a seamless, consistent customer experience • Relay customer feedback and feature requests to the Product team to help inform the roadmap • Maintain accurate and up-to-date account records and notes in our Customer Success platform (e.g. Gainsight, ChurnZero, or similar) • Support the renewal process by preparing customers for upcoming contract discussions • Help support the onboarding of newly acquired customers as Alt Legal grows through M&A, guiding them into our tools, processes, and support model

🎯 Requirements

• 0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar); internships count • Fluent in English • Strong, reliable internet connection • Interest in building a career in Customer Success within SaaS or legal technology • Intellectual property experience preferred, but not required • Comfortable working in a Google Workspace environment (Google Sheets, Docs, etc.) • Familiarity with AI platforms such as Claude or ChatGPT, and interest in using them to work more efficiently • Exposure to a Customer Success platform such as Gainsight or ChurnZero is a plus, but not required • Strong written and verbal communication skills • Ability to manage multiple and sometimes conflicting priorities • Keen attention to detail and strong personal organizational skills • Ability to empathize with and advocate for our customers • Ability to quickly learn new concepts and teach others • Strong interest in technology and eagerness to learn the SaaS customer lifecycle • Excellent problem-solving skills • Good sense of humor

🏖️ Benefits

• flexible vacation • remote work options • healthcare coverage • equipment provided