Responsibilities
- Own renewals and expansions across a named portfolio of accounts, driving net revenue retention and gross retention targets through proactive commercial engagement
- Lead scaled customer engagement motions, including QBRs, value reviews, and enablement sessions, to maximize product adoption and demonstrate ongoing ROI
- Monitor customer health using data and analytics, identify churn signals early, and execute structured intervention plans to protect and grow revenue
- Serve as a trusted advisor to customers with a prescriptive, consultative approach, integrating Harvey into their workflows and championing the power of LLMs
- Collaborate cross-functionally with Legal Engineering, Product, and Sales to relay customer insights, influence the product roadmap, and align on shared goals
- Build and refine scalable playbooks and processes for customer engagement, renewals, and expansion
Requirements
- 3+ years of experience in Customer Success, Account Management, or a renewals-focused role within Enterprise SaaS, legal technology, or management consulting
- Demonstrated track record of managing a high-volume book of business and consistently meeting or exceeding retention and expansion targets
- Strong commercial acumen with experience owning renewals conversations and identifying upsell or expansion opportunities within existing accounts
- Excellent communication and strategic planning skills, with the ability to engage stakeholders at multiple levels and deliver polished QBRs and value reviews
- Data-driven mindset with experience leveraging customer health metrics, adoption data, and CS platforms to inform strategy
- Collaborative, proactive disposition with a team-first mentality and comfort operating in a fast-paced, ambiguity-rich environment
Core Competencies
Demonstrates expertise in Customer Success and Account Management within Enterprise SaaS, focusing on renewals and expansions. Leverages data-driven insights and strong commercial acumen to enhance customer engagement and drive revenue retention.
Highest-signal resume keywords
- Customer Success Management
- Renewals Strategy
- Data-Driven Decision Making
- Stakeholder Engagement
- Commercial Acumen
Hard Skills
- Account Management
- Retention Strategy
- Upsell Identification
- Customer Health Metrics
- QBR Preparation
- Value Review Execution
- CS Platforms Utilization
- Process Development
Soft Skills
- Excellent Communication
- Strategic Planning
- Collaborative Mindset
- Proactive Disposition
Industry Keywords
- Enterprise SaaS
- Legal Technology
- Management Consulting
- Customer Engagement
- Churn Signal Monitoring
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Scaled Customer Success Manager employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
