Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.
Job Description:
The Customer Success Manager at Elite is a high-impact role focused on the management of customer relationships and working with customer firms to fully realize the value of Elite products and services. This position requires a high level of performance in customer success and SaaS environments, and the ability to understand, communicate, and problem-solve complex software. Elite CSMs work across multiple teams within Elite, regularly liaising with Sales, Services, Marketing, Product, and Support to help customers be successful. Elite CSMs become subject matter experts on Elite products and the legal software landscape, with the ability to provide advice and guidance to customer firms. The development of long-lasting customer relationships is core to the role as CSMs are expected to drive product adoption, retention, and expansion throughout the customer lifecycle.
What You’ll Do:
- Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features.
- Customer Management: Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities.
- Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention.
- Customer Education & Enablement: Work with Product to understand new products and features as they’re released and enable customers to benefit from ongoing product developments.
- Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience.
- Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities.
- Perform other duties as assigned to support the overall goals and objectives of the department/company.
What You’ll Need:
- 5+ years of experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors.
- Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies.
- Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and the fostering of deeper product adoption and usage.
- Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell.
- Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts.
- Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, Engineering, and Support teams to align customer success strategies with broader organizational goals.
- Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals.
- Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale.
- Up to 25% travel
- Experience managing global accounts across various time zones, industries, and customer segments.
- Expertise in building scalable, repeatable processes for customer success teams to drive consistency in performance across regions or segments.
Benefits:
- Competitive Compensation Package ($100,000 - $128,000 base salary + variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
Please note that we do not offer sponsorship for this position.
Additional Information
At Elite Technology, we embrace an employee-centric, flexible remote work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, and Oklahoma.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
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