Client Success Manager

🕒 2 days ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

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Nexl

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

📣 Marketing

💰 $4M Series A on 2023-03

Consulting • Marketing • CRM

Nexl is a collaboration platform designed to enhance law firm operations by uniting lawyers, marketers, and business development teams. It offers a comprehensive suite that includes CRM capabilities, relationship intelligence, email marketing, and project management tools, all aimed at optimizing client experience and driving growth. By automating key processes, Nexl allows firms to focus on building impactful relationships and improving business development outcomes.

📋 Description

• Manage a portfolio of North American law firm clients as their primary post-sale contact. • Lead structured onboarding experiences that drive early adoption and long-term success. • Run client calls and live training sessions with lawyers, translating the Nexl platform and BD best practices into immediately applicable guidance. • Conduct regular business reviews with key stakeholders, tracking progress, surfacing insights, and identifying growth opportunities. • Monitor product usage, health scores, and engagement signals to proactively maintain client retention. • Drive renewals and expansion revenue by demonstrating ongoing value and aligning Nexl’s roadmap with client priorities. • Use AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across the client portfolio. • Act as the voice of the customer internally, sharing insights with Product, Marketing, and Sales. • Help build a proactive, commercially accountable Client Success function.

🎯 Requirements

• Several years inside a law firm’s business development function, as a BD Manager, Director, or Specialist. • First-hand understanding of how lawyers build relationships and grow business. • Comfortable operating at a senior level with law firm stakeholders. • Ideally from B2B SaaS Customer Success, Account Management, or a similar advisory background. • Confident running live client calls and training sessions with lawyers. • Ability to translate platform functionality and BD practice into practical, applied guidance. • Comfortable using technology to support BD and growth initiatives. • Strong commercial awareness of retention, expansion, and relevant metrics. • Actively uses AI tools to improve the quality and speed of client-facing work and portfolio management. • Strong initiative and ownership, with ability to navigate ambiguity, identify solutions, and move priorities forward. • Consulting experience, particularly transitioning from a senior law firm BD role into an advisory or consulting context, is a nice to have. • Familiarity with CRM, relationship intelligence, or workflow automation platforms is a nice to have. • Experience working remotely across a distributed North American team is a nice to have. • Background in change management or digital transformation projects is a nice to have.

🏖️ Benefits

• Remote-first. Work remotely by default, with the flexibility to build your week around what works best for you and your team. • Comprehensive US benefits package including medical, dental, and 401(k). • Work from anywhere. Spend up to four weeks a year working remotely from a location of your choice. • Birthday leave. Take a paid "Nexl Day" during the week of your birthday. • High growth. A scaling environment with autonomy, ownership, and visible impact. • ESOP. Employee stock options so you share in the upside. • Parental leave. Paid leave to support you and your family as it grows. • Transparent by default. Fortnightly all-hands with strategy, metrics, wins, and learnings. • Tools & tech. Modern, AI-first ways of working to help you move faster and smarter, plus a work laptop.

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