Strategic Customer Success Manager

About The Role

We are seeking a Strategic Customer Success Manager to manage and grow relationships with our largest, most strategic law firm customers. In this role, you will serve as a trusted advisor to executive stakeholders, driving long-term value realization, retention, and expansion opportunities.

You will lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), leveraging customer performance data and product usage insights to align on business objectives, demonstrate ROI, and guide customers toward achieving their strategic outcomes.

Responsibilities

Strategic Relationship Management

• Serve as the primary relationship owner for our largest customers, building executive-level partnerships and acting as a trusted advisor.
• Conduct Quarterly and Executive Business Reviews to align on business goals, showcase value delivery, and set shared success plans.
• Monitor customer health and sentiment, proactively addressing risks and positioning the organization as a long-term partner.
  
  

Renewals & Expansion

• Own renewal negotiations and outcomes for strategic accounts, ensuring high retention rates.
• Identify and close upsell and cross-sell opportunities in partnership with Sales.
• Develop tailored account success plans to drive measurable business value and account growth.
  
  

Customer Outcomes & Value Delivery

• Guide customers in achieving their desired outcomes, using business performance data (DOMO) and product usage insights (Pendo) to demonstrate adoption and ROI.
• Provide actionable insights and recommendations to customers based on utilization and performance metrics.
• Ensure customers fully understand the value of our solutions and expand their footprint accordingly.
  
  

Customer Advocacy

• Identify and nurture strategic customer advocates who can participate in reference calls, case studies, speaking engagements, and peer networking.
• Partner with Sales and Marketing to highlight customer successes in support of net new opportunities.
• Operational Excellence
• Accurately maintain renewal forecasts, expansion opportunities, and customer health metrics in CRM.
• Provide reporting and insights on strategic account trends and risks to internal stakeholders.
• Collaborate cross-functionally with Product, Marketing, and Sales to ensure customer needs and feedback drive continuous improvement.
  
  

Qualifications

• 5+ years in Customer Success, Account Management, or related SaaS role with strategic or enterprise accounts.
• Proven track record managing high-touch customer relationships with executive stakeholders.
• Experience leading Quarterly and Executive Business Reviews that demonstrate ROI and drive customer alignment.
• Strong negotiation and contract management skills with success in expansion and renewals.
• Experience leveraging tools such as Pendo, DOMO, Salesforce, Gainsight, or similar to drive data-informed customer conversations.
• Exceptional communication, presentation, and executive influence skills.
• Strong business acumen and ability to align product value with customer outcomes at the executive level.
  
  

Nice To Have

• Experience working with large law firms or professional services enterprises.
• Background in customer advocacy, executive engagement, or strategic program development.
  
  

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: $95,000 to $100,000. 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.