Customer Success Manager

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LawPay

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

💼 Consulting

⚖️ Legal

💸 Finance

Consulting • Legal • Finance

LawPay is a leading payment management software designed specifically for the legal industry. Trusted by law firms across the United States and Canada, LawPay provides solutions such as credit and debit card payments, eCheck payments, legal fee financing, and invoicing. Its platform complies with ABA and IOLTA guidelines, ensuring secure and efficient payment processing tailored for legal professionals. LawPay integrates with numerous legal software solutions and is recommended by all 50 state bars, 60+ local and specialty bars, and the ABA. The company also offers resources such as CLE webinars and legal industry insights.

📋 Description

• Guide customers through onboarding, adoption, value realization, expansion, and retention. • Develop, execute, and monitor customer success plans across digital and hybrid engagement models. • Identify risks and opportunities through customer data, usage trends, and engagement signals. • Drive customer engagement and adoption of workflows, features, and solutions. • Support retention, growth, expansion, and renewal-readiness initiatives. • Collaborate with cross-functional teams to share customer insights and influence roadmaps and programs. • Advocate for customers and represent their voice within the organization. • Provide consultative guidance on optimizing use of 8am solutions. • Support scaled outreach and lifecycle programs, including campaigns, webinars, enablement sessions, and in-app journeys. • Monitor customer health indicators, engagement levels, and success milestones. • Improve Customer Success playbooks, processes, and digital programs. • Maintain accurate documentation in customer success platforms and CRM systems. • Serve as a brand ambassador in customer interactions.

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, SaaS Support, or a related customer-facing role. • Experience working in digital-first or hybrid customer engagement models preferred. • Strong ability to analyze customer data and translate insights into action. • Proven ability to build trust and credibility with customers in remote and scaled environments. • Excellent written and verbal communication skills. • Strong organizational, prioritization, and time management skills. • Comfortable learning and navigating new technologies and systems. • Ability to work effectively in a fast-paced, evolving environment. • SaaS experience required. • Payments, fintech, or legal industry experience preferred. • Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

🏖️ Benefits

• Medical, dental, and vision plans • 100% company-paid HDHP plan for employees • Annual bonuses • Equity options • 401(k) or RRSP if in Canada, with company match for all team members • Flexible Time Off • Paid holidays • Parental leave program • Wellness stipends • Mental health support • One-on-one nutrition coaching • Continuous learning through 8am.edu • Leadership programs • Professional development funds • Individually focused talent development • Charitable matching gift program • Paid time off for volunteer service • Company-sponsored volunteer events, both local and virtual • Virtual and in-person team-building events • Quarterly award recognition through the Rise & Shine Award of Excellence Program • Peer-to-peer appreciation platform