Customer Success Manager

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast-growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

The Customer Success Manager (CSM) is a strategic and supportive partner for their assigned customers. The CSM is responsible for developing and maintaining existing and new customer relationships while leading the customer to full adoption of Actionstep products to ensure customer success and long-term customer retention. As a tenacious and empathetic expert, the CSM proactively engages in the day-to-day management of their accounts, including strategic account planning and customer success issue resolution.   

Reporting to the Global Director of Customer Success, the CSM is social and analytical, possess an aptitude for learning and using new software, and is able to communicate clearly and effectively.   

What you will do:

Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternative solutions tailored to individual needs.

Serve as the primary interface to manage and resolve any critical situations

Serve as an Ambassador, educating customers on the capabilities of ActionStep to ensure they are leveraging ActionStep effectively and finding value in our services

Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

Proactively drive accounts with minimal oversight.

Be a customer advocate while capturing customer feedback and reporting requests to key ActionStep stakeholders

Meet regularly with customers in person.

Identify, prioritize and communicate product/service updates that reflect customer requests, working closely with Enablement, Sales, Support, Billing, and other teams to ensure an exceptional customer experience

Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.

Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

Help drive customer strategy and maintain account direction working collaboratively with the Customer Success organization

Facilitate quarterly business reviews (QBR’s) with all assigned accounts 40+

Maintain a revenue base by managing account retention and renewal

Drive upgrade revenue through increased product adoption and increased usage

Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth

Update and maintain Customer Success database (Churn Zero) with the most relevant account details

The KPIs you will own:

• CSAT (Customer Satisfaction) for Customer Success interaction
• Increase of NPS (Net Promoter Score) (owned with the Customer Team Organization)

• Customer churn percentage (owned by the Customer Success Organization)
• CHS (Customer Health Score)

Requirements

• Experience: 4-6 years of relevant experience in customer success, account management, or a related customer-facing role (preferably in a SaaS or legal technology environment), or an equivalent combination of experience and education.  

• Leadership & Communication: Exceptional leadership and communication skills, with the ability to engage in and manage difficult discussions with senior-level and C-suite stakeholders while maintaining professional composure and confidence.  

• Teamwork & Organization: Strong team player with a detail-oriented and highly organized approach to managing tasks of varying priority and stress levels in a fast-paced environment.  

• People Skills: Comfortable and effective in phone-based and virtual interactions, with a professional, patient, and balanced demeanor suited for conflict resolution and problem-solving. 

• Motivation & Results: Self-motivated and results-oriented, with a passion for transforming how legal information is created, consumed, and utilized to enhance practice efficiency and improve patient outcomes.  

• Autonomy: Ability to work independently with minimal direction, taking initiative and thriving as part of a collaborative Customer Success team.  

• Consultative Approach: Empathetic communicator with a consultative mi