About the job
Job Title: Customer Success Manager
Reports to: Director of Customer Success
Organization: Customer Success
Why Case Status: We’re one of the fastest-growing, venture-backed tech startups based out of beautiful Charleston, SC., most recently ranking #50 on the Inc. 5000 list of fastest growing software companies. With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide their clients real-time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more. We are completely transforming how law firms interact with their clients through a combination of cutting-edge software, AI technology, innovative solutions and a bunch of really “rad” people.
What do we mean by “rad”? You must not be from the 80s! Here’s what it means to be RAD at Case Status:
- Radically Disruptive - We make a point to go above and beyond in everything we do. Through creativity, diligence and clear expectations, we proactively challenge the status quo, embrace failure, and adapt when necessary for the greater good of the mission.
- Actively Curious- Making an impact on our customers and their clients’ matters deeply to us. We value humility and solve for others first. When we are faced with challenges, we desire to delight our customers at every chance. We are curious in our approach, humble in our execution, and confident in our vision.
- Dedicated to our Team - Being fully committed means being dependable, taking responsibility for challenges, sharing accolades widely, and checking our egos at the door. We value a strong culture and contribute to its success by taking care of each other; growing professionally, and celebrating our accomplishments.
We’re not just on a mission to transform the legal industry (or bring the word “rad” back to the mainstream, that’s just a bonus). We’re on a mission to help every legal firm profoundly improve their client experience. We want to help every client have a 5 star experience with their attorney. Because every customer is important to us, and so every client matters.
Job Summary:
We are looking for a high-energy customer success manager to be our customer champion post-implementation for our MidMarket/SMB Customers. The CSM is frontline in engaging and interacting with our customers, helping them to understand our value proposition and driving continued adoption of our product. And while Case Status’ product adoption is at a staggering 80% on the client end, we’re rapidly developing and deploying new features, updates, advanced analytics, certification programs, real-time translation engines and it all amounts to the same thing - we’re in need of a great CSM!
This is not a quota-based role, as we prefer you fully focused on building great and lasting relationships with our customers. This is a collaborative role, because our Implementation Managers, Support Managers and Account Executives partner closely to conquer customer roadblocks. This is an influential role, because our Product Team is always hungry for intimate customer feedback. This is an opportunistic growth role, because we are a first-to-market startup smashing down old walls faster than we can build new ones and we want you to dictate and truly own your opportunity for success.
If your favorite part of being a CSM is celebrating wins with customers, we’d love to have you on the team!
Responsibilities:
- Serve as the customer champion for our MidMarket/ SMB customers in a 1: many model
- Utilize our Customer Success Platform, Vitally, to create and deploy playbooks focusing on educating our customers and identifying opportunities for them to find additional value in our product.
- Collaborate on the creation of success plans that drive progress towards our company goals along with balancing customers’ expectations and needs
- Partner with our awesome Implementation Managers to ensure successful and seamless transition post-implementation
- Research customer product engagement using our proprietary tools, including custom scorecard and advanced analytics dashboards to better understand ROI, adoption, usage and assimilation of the data into strong value propositions
- Provide strategic coaching to customers, so they are empowered to best serve their clients
- Understand the customer ecosystem over time, and identify opportunities for growth and expansion – passing product upsell knowledge and opportunities to the customer account manager
- Maintain consistent usage of our internal tools to run our business effectively (CRM, data tools, project management tools, etc.)
Qualifications:
- 3+ years experience working as a CSM for a high growth SaaS company or 5+ years in customer-focused roles with direct customer engagement
- Ability to analyze customer challenges and present prescriptive solutions for achieving successful outcomes
- Outstanding verbal and written communication skills, with demonstrated professionalism and polish in-person and over Zoom meetings
- Self-motivated and proactive mindset, with a desire to learn and a capacity to lead by example
- Strong organizational skills, including ability to follow through, complete tasks, drive customer outcomes and motivate others to do the same
- Autonomous and independent mindset - you’re part of a team but you get things done with no oversight
- Desire to achieve and exceed metrics associated with the role (improved customer retention, adoption, NPS, and engagement and buy-in from decision makers and key users)
- A passion for providing an exceptional customer experience - at the end of the day, this is what matters most to us.
Where:Case Status is based in Park Circle in North Charleston, SC. The candidate must be local and on-site.
Benefits:We firmly believe that investing in our employees’ well-being and empowering them through a competitive total rewards philosophy is the only way to go.
Some of our perks include:
- Unlimited PTO (with manager approval and after a short period of employment)
- Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
- Matching 401(k) contribution program after 3 months of employment
- Ownership in Case Status through its stock option plan
- Quarterly recharge days, extended holiday PTO, and more