Alt Legal - IP Management Software

Customer Success Manager

• Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle
• Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality
• Conduct regular check-ins and business reviews with customers to monitor product adoption and account health
• Identify at-risk accounts early and work with the Customer Success team to develop and execute retention plans
• Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them
• Track and report on key account metrics such as adoption, satisfaction, and renewal likelihood
• Partner with the Customer Support Specialist team to ensure a seamless, consistent customer experience
• Relay customer feedback and feature requests to the Product team to help inform the roadmap
• Maintain accurate and up-to-date account records and notes in our Customer Success platform (e.g. Gainsight, ChurnZero, or similar)
• Support the renewal process by preparing customers for upcoming contract discussions
• Help support the onboarding of newly acquired customers as Alt Legal grows through M&A, guiding them into our tools, processes, and support model

General

• Provide docketing support for trademark prosecution and enforcement matters for matters being tracked in Alt Legal's software
• Create and update docket records; generate custom docket and audit reports.
• Collaborate with the team to develop and streamline workflow processes for efficiency.
• Assist with onboarding new clients to ensure seamless transitions; work with clients as needed to understand their specific docketing requirements for tracking matters within Alt Legal's software.

Customer Success Manager

Trademark Docketing Specialist