Customer Success Manager

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.

Our team-defined values guide how we show up for each other, for our partners, and for our customers:

We succeed together

We embrace progress

We care big

We create space

About The Role

We are seeking a Customer Success Manager (CSM) to partner with mid-market law firms to drive retention, expansion, and measurable value. This role is responsible for guiding customers toward achieving their desired business outcomes, using data insights to demonstrate ROI and strengthen partnerships.

The ideal candidate will blend relationship management with a data-informed approach, managing renewals and expansions while ensuring customers realize the full value of our solutions. This person will also identify referenceable customers to support our Sales and Marketing teams in new business and migration opportunities.

Responsibilities

Renewals & Expansion

• Own the renewal lifecycle for your portfolio of mid-market law firms, ensuring timely and successful outcomes.
• Identify and pursue upsell and cross-sell opportunities to drive account growth.
• Collaborate with Sales to align expansion and migration strategies with customer needs.
  
  

Customer Outcomes & Value Delivery

• Act as a trusted advisor to law firms, helping them achieve business outcomes through adoption and effective use of our solutions.
• Leverage tools such as Pendo (usage insights) and DOMO (business performance dashboards) to inform customer conversations and demonstrate ROI.
• Use Salesloft cadences to deliver consistent, proactive, and personalized customer engagement.
  
  

Customer Advocacy

• Identify and nurture referenceable customers for case studies, testimonials, and peer references.
• Partner with Sales to connect advocates with prospects during new business and migration opportunities.
  
  

Relationship Management

• Build strong relationships with decision-makers and end users across customer accounts.
• Monitor account health and sentiment, proactively addressing risks to retention and growth.
• Serve as the voice of the customer internally, ensuring feedback informs product and process improvements.
  
  

Operational Excellence

• Maintain accurate records of customer interactions, renewal forecasts, and expansion opportunities in CRM.
• Provide reporting on account health and renewal pipeline.
• Share insights to improve cross-functional alignment across Customer Success, Sales, and Product.
  
  

Qualifications

• 3+ years in Customer Success, Account Management, or related SaaS role with a focus on mid-market clients.
• Demonstrated success managing renewals and expansions with measurable results.
• Experience using customer engagement platforms (Salesloft) and data tools (e.g., Pendo, DOMO, Salesforce, Gainsight, or similar).
• Excellent relationship-building, communication, and influencing skills.
• Strong business acumen and ability to align product value to customer goals.
  
  

Nice To Have

• Experience working with law firms or professional services customers.
• Background in building or supporting customer advocacy programs.
  
  

Benefits

• Paid Parental Leave
• Flexible PTO
• Certification(s) reimbursement
• Summer Fridays
• Extended Medical, Dental, Paid Sick Days, Vision, Life Insurance, and Disability Leave Coverage
• RRSP & Employer match
• Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.
  
  

The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $70,000 - $80,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.