Customer Success Manager

Overview

Our client is a fast-growing leader in experiential training for legal professionals. Their core business is built around a Content-as-a-Service portfolio of courses and bootcamps that equip law firm associates with practice-ready skills across a range of practice areas.

About the Role

Our client is seeking a highly motivated Customer Success Manager (CSM) to champion the post-sale customer experience for our B2B SaaS learning platform. This role is focused intensely on onboarding, engagement, and retention. You will serve as a strategic partner to our customers, ensuring they realize maximum value, drive sustained engagement, and successfully renew their subscriptions. A core part of this role involves developing and implementing customer success and utilization strategies that boost adoption, satisfaction, and loyalty. You will use HubSpot CRM to operationalize and measure the impact of your work.

The most successful candidate will be self-motivated, results-driven, and entrepreneurial, with a strong bias for action and continuous improvement.

Onboarding & Implementation

• Lead the new customer onboarding journey from kickoff through "first value," establishing clear success milestones, goals, and timelines.

• Deliver engaging live or virtual training and enablement sessions to accelerate product adoption and build customer confidence early on.

• Coordinate seamless handoffs from Sales to Customer Success and align internal stakeholders for a consistent customer experience.

Customer Success & Utilization Strategy

• Develop and implement proactive customer success and utilization strategies (e.g., playbooks, communications cadences, success plans, adoption journeys) to maximize product usage, satisfaction, and long-term loyalty.

• Segment accounts and tailor engagement approaches based on lifecycle stage, adoption signals, and specific customer goals.

• Identify recurring patterns across your book of clients and translate these insights into scalable programs and process improvements.

Engagement & Adoption

• Conduct ongoing customer touchpoints (check-ins, enablement sessions, and business reviews) that directly connect product capabilities to desired customer outcomes.

• Monitor product adoption and customer health, proactively identifying churn risks and executing mitigation plans.

• Drive feature adoption and best practices through targeted, proactive communication and enablement.

Retention & Customer Experience

• Ensure renewal readiness by confirming customers achieve their intended outcomes and meticulously documenting value delivered.

• Handle escalations with strong customer service fundamentals—emphasizing empathy, clarity, and accountability—and coordinate resolution with internal teams.

• Capture customer feedback and translate it into actionable insights for Support, Product, and other internal stakeholders.

HubSpot CRM Ownership

• Maintain accurate and up-to-date account and contact data in HubSpot (including activities, lifecycle stage, onboarding milestones, and risk flags).

• Build and execute onboarding and engagement workflows (sequences, tasks, and playbooks) directly within HubSpot.

• Design and maintain dashboards and reporting to accurately measure onboarding progress, utilization, retention indicators, and customer experience trends.

What Success Looks Like (Example Metrics / KPIs)

• Faster time-to-value and high onboarding completion rates.

• Increased product adoption and utilization of key features.

• Reduced churn and improved retention/renewal readiness.

• Strong customer satisfaction and loyalty signals (e.g., CSAT/NPS where applicable).

• Clear, consistent HubSpot reporting that supports data-driven decisions.

Required Qualifications

• 3+ years of Customer Success experience supporting B2B SaaS customers.

• Proven track record of owning onboarding, engagement, and retention motions.

• Demonstrated ability to develop and implement customer success/utilization strategies that drive adoption, satisfaction, and loyalty.

• Proficiency with HubSpot CRM (including pipelines, sequences/workflows, task management, and reporting/dashboards).

• Excellent English written and verbal communication skills, including customer-facing facilitation and executive-ready updates.

• Strong customer service skills (issue ownership, de-escalation, responsiveness, and empathy).

• Experience thriving in startup environments—high autonomy, ambiguity, and fast iteration—with a self-motivated, results-driven, and entrepreneurial mindset.

Nice to Have

• Experience building scalable CS programs (e.g., playbooks, lifecycle journeys, templates, and enablement content).

• Familiarity with customer health scoring, segmentation, and value-based success plans.

• Background in learning platforms, LMS/LXP tools, or training/enablement products.