Customer Success Manager

The Customer Success Manager’s objective is to build and maintain strong customer relationships by proactively identifying and addressing the needs of your assigned accounts, maximizing product value realization and product adoption, and driving long-term, profitable relationships. By acting as a trusted advisor, you aim to reduce churn, maximize retention and contribute to revenue growth by enhancing the customer experience through strategic engagement and advocacy.

Key Responsibilities

1. Serve as a trusted advisor to build long-term, value driven relationships with Dye & Durham customers across multiple legal tech products, driving adoption, value realization, and retention while delivering a phenomenal customer experience.
2. Develop and master strong knowledge of Dye & Durham products and services to confidently discuss product functionality and advise on how our solutions can create efficiencies in their legal practice with a focus on workflow optimization.
3. Proactively connect with customers through email, phone, online presentations, and in-person meetings & events to drive renewals, product adoption, customer satisfaction & reduce churn.
4. Guide customers through onboarding, training, and product adoption to ensure they gain maximum value from our products.
5. Monitor and analyze customer's usage of our product & customer health, proactively identifying and addressing potential issues before they happen.
6. Collaborate with internal teams (Sales, Product, Support) to resolve customer concerns and advocate to enhance the customer experience and improve product and support offerings.
7. Manage & de-escalate customer escalations and work with connective teams to resolve issues.
8. Work collaboratively with the Account Management team by identifying opportunities for upselling and cross-selling, contributing to revenue growth.
9. Track and report key success metrics, customer satisfaction scores, churn risk and engagement levels.
10. Maintain accurate client records in Salesforce, keeping track of client communications, any contract updates and renewals.

Skills, Knowledge & Expertise

1. Minimum 5+ years of account management, customer success experience and/or sales, customer service in a B2B software environment (SaaS experience beneficial).
2. Priority will be given to those with real-estate law and corporate law experience, ideally having worked in a law office as a clerk, paralegal or lawyer and has experience with legal technology in those contexts.
3. Post-secondary education in business, accounting, law (or a related field) or equivalent experience in the legal industry (beneficial).
4. Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
5. Desire and ability to learn and master the functionality of Dye & Durham's products in order to demonstrate value, facilitate training and demos to customers and prospects.
6. Self-motivation, collaboration skills, and passion for exceeding customer expectations.
7. Strong communication and presentation skills.
8. Travel Requirements up to 20% (Client trainings, meetings, conferences).

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.