Customer Success Manager, Swooped, US

About Our Client

Our client is a leader in AI-powered solutions for the private markets. Powered by industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, the company automates critical private market workflows across the fund lifecycle.

The organization's solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 global GPs, investment banks, law firms, and advisors – including nine of the top ten PEI-ranked firms worldwide – the company helps firms focus on what’s important.

Our Culture

Our client operates as a remote-first organization that values the power of connection. Innovative ways are found to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, the company enables individuals to shape their impact and growth. The commitment to innovation extends beyond technology; it’s embedded in the culture, and AI plays a crucial role in everything the organization does.

The culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. The commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions individuals bring from day one.

For this job, the company is currently only hiring candidates based in the United States, with a preference for candidates in the Eastern or Central time zones.

About the Role

The organization is seeking a Customer Success Manager reporting to the Manager, Customer Success.

The ideal candidate is excited to champion customer satisfaction, nurture long-lasting relationships, and strategize to maximize client investment returns. In the Customer Success Manager role, the individual will work with clients of the Contract Automation solution, supporting the fast-growing emerging accounts program.

If you are a detail-oriented self-starter with excellent communication and interpersonal skills, thrive in fast-paced environments, possess a growth mindset, and have a knack for building strategic relationships, the team would love to get to know you!

What You’ll Do

• Onboarding Facilitation : Efficiently facilitate the onboarding process for new customers joining the low-touch program, ensuring a smooth transition.

• Customer Activities : Prepare customer materials, conduct bi-annual check-ins and executive business reviews, fulfill data requests, and manage account configuration tasks such as setting up auto-emails and maintaining invoice groups and saved reports.

• Customer Journey Management : Effectively manage and execute tasks throughout the customer journey to enhance the customer experience and engagement.

• Collaborative Problem-Solving : Work closely with Sales, the Legal Network, and Product Operations to address and resolve any issues pertaining to lawyers on staffed accounts.

• Operations Management : Perform operational tasks such as CRM updates in Gainsight, conducting customer call reviews through Gong when applicable, and engaging in various related responsibilities to ensure scalability and customer engagement.

• Teamwork and Collaboration : Engage in status discussions, collaborate with fellow customer success managers and Customer Success leadership, and contribute to training and ongoing enablement development initiatives.

What You’ll Bring

• Experience : 2+ years in customer success, with a preference for backgrounds in law firms, legal tech companies, or B2B SaaS focused on asset management or investment banking.

• Communication Skills : Excellent written and verbal communication abilities, essential for effective client interactions and collaborative teamwork.

• Attention to detail : Highly organized and detail-oriented, capable of managing multiple tasks and projects efficiently.

• Interpersonal Skills : Strong relationship-building capabilities, with an enjoyment of fostering and maintaining customer relationships.

• Adaptability and Initiative : Self-starter with the ability to learn and execute quickly in a dynamic and agile environment, demonstrating a growth mindset.

• Growth mindset : Ability to see effort as a means of improving.

Salary Range

$76,800—$107,200 USD

Hiring Locations

The organization currently hires exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.

United States

Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington

APAC

Hong Kong

EMEA

United Kingdom

Benefits Snapshot

• Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance

Travel

Occasional travel is required for employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”