Customer Success Manager

Alt Legal - IP Management Software

Customer Success Manager managing customer relationships for Alt Legal, a fast-growing SaaS legal tech company. Responsible for onboarding, customer success, and account management tasks.

Posted 7/16/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer relationship management skills, with a focus on onboarding, account health monitoring, and retention strategies. Proficient in utilizing Customer Success platforms and tools to enhance customer experience and drive product adoption.

Highest-signal resume keywords

Customer Success ManagementAccount OnboardingGainsightGoogle WorkspaceStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementProduct Adoption TrackingRetention PlanningUpselling Strategies

Soft Skills

Attention to DetailOrganizational SkillsEmpathyProblem-SolvingAdaptability

Tools & Technologies

GainsightChurnZeroGoogle SheetsGoogle DocsAI Platforms

Industry Keywords

SaaSLegal TechnologyCustomer LifecycleIntellectual Property

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

0-1 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar); internships count
Fluent in English
Strong, reliable internet connection
Interest in building a career in Customer Success within SaaS or legal technology
Intellectual property experience preferred, but not required
Comfortable working in a Google Workspace environment (Google Sheets, Docs, etc.)
Familiarity with AI platforms such as Claude or ChatGPT, and interest in using them to work more efficiently
Exposure to a Customer Success platform such as Gainsight or ChurnZero is a plus, but not required
Strong written and verbal communication skills
Ability to manage multiple and sometimes conflicting priorities
Keen attention to detail and strong personal organizational skills
Ability to empathize with and advocate for our customers
Ability to quickly learn new concepts and teach others
Strong interest in technology and eagerness to learn the SaaS customer lifecycle
Excellent problem-solving skills
Good sense of humor

Benefits

Comp & perks

flexible vacation
remote work options
healthcare coverage
equipment provided