Customer Success Manager

Role OverviewThe Customer Success Manager will be instrumental in ensuring client success by driving onboarding, adoption, retention, and renewals of Lexamica's platform. This role includes coaching firms on effective referral practices, becoming an indispensable partner, and creating support resources to ensure sustained client success.

The CSM will be responsible for driving and improving key metrics, including client onboarding time (shared with the implementation engineer), client response time, time to value, time to first retention, product adoption metrics, retention rate, expansion metrics, customer satisfaction, and training completion rate for assigned accounts; while some of these metrics are not currently tracked, they will be in the future and are subject to change as the role evolves. Key Responsibilities1. Client Success & Relationship ManagementRetention & Renewals: Cultivate strong client relationships to drive satisfaction and secure contract renewals. Ownership of Refer Firms:

Act as the dedicated owner of assigned Refer firms, with a deep understanding of how each firm is performing. Continuously drive adoption and engagement by proactively planning and executing next steps. Serve as the team expert on these firms. Coaching & Partnership: Provide guidance on referral best practices, positioning Lexamica as an indispensable partner for firm success. Responsive Support: Act as a trusted advisor, resolving client concerns promptly and proactively. Fee Sharing Agreements: Facilitate and manage fee-sharing agreements and connections between firms as needed, ensuring compliance and alignment with client expectations. 2. Onboarding, Training, & AdoptionOnboarding & Adoption:

Seamlessly guide clients through implementation, ensuring effective use of Lexamica's products. Leading Kickoffs: Lead client kickoff meetings, setting clear expectations and aligning goals with clients, sales, and other stakeholders. Training & Enablement: Deliver tailored training sessions to maximize client utilization and outcomes. 3. Process Management & ImprovementsProject Management: Oversee the implementation and launch process, including maintaining project tracking to ensure timely and successful outcomes. Support Documentation: Develop clear, actionable support materials to empower clients and enhance platform success. Strategic Initiatives: Develop and drive strategic initiatives to enhance client success, deepen product adoption, and improve the overall customer experience. Customer Feedback:

Actively gather and share client feedback with the product team to inform improvements, new features, and overall product strategy. 4. Additional ResponsibilitiesOther Duties: Contribute to customer success initiatives and support team projects as needed. QualificationsProven experience in client management, customer success, account management, or a related role, preferably in consulting, B2B SaaS, or legal tech. Demonstrated ability to take initiative, act with urgency, and inspire action in a fast-paced environment. Proactive communicator who is the first to identify and escalate issues, own challenges, and deliver solutions.

Strong listening skills and the ability to approach complex problems with curiosity and thorough analysis. Eagerness to continuously learn and improve. Empathy and professionalism in treating every referral and client interaction with care, as though it’s a personal connection. Exceptional written and verbal communication skills, with the ability to train and coach clients effectively. What we offerThe salary range for this position is $60,000-$75,000. Within the range, individual pay is determined by experience and/or relevant education.

Health, dental, and vision insuranceOpportunity for remote work (US) or in-office + hybrid work in the Little Rock, AR Metro areaFlexible PTOCompany OverviewLexamica empowers law firms to deliver better client outcomes by streamlining and enhancing the legal referral process. Designed for plaintiff firms of all sizes—from the nation’s largest contingency practices to midsize firms and solos—our platform connects firms, facilitates trusted partnerships, and ensures smooth, efficient referral management.

With intelligent matching, full lifecycle case tracking, and transparent case updates, firms on the Refer side create new revenue streams and maximize their marketing efforts, while firms on the Acquire side grow their caseload with high-quality, targeted referrals. Lexamica empowers firms to work together seamlessly, driving efficiency, trust, and shared success across the legal community. How to applyEmail Kate Anand (kate@lexamica. com)Subject line must be "Lexamica CSM. "No other subject lines will be responded to. Body of the email must include a short paragraph explaining why you are interested in this role. Resume attached as pdf.