About Centerbase
Centerbase is a cloud-based legal operations system that empowers midsize law firms to run their practice with confidence. It’s a highly scalable and configurable system that liberates legal teams from manual work by automating routine tasks and connecting them in a single collaborative workspace. Boasting a comprehensive feature set of billing, accounting, and practice management tools plus the ability to offer full-history data migrations, Centerbase has become the go-to solution for midsize law firms.
Centerbase started with the same fundamental purpose that drives the company today: solving real problems. That drive has made us the fastest-growing company in Legal Tech, with a mission to power the growth of law firms.
Centerbase has an amazing team, and we pride ourselves in having an exceptional culture that is the perfect combination of professionalism, hard work and fun. We reward performance, and all our team members have the opportunity to make an immediate impact.
Summary
The Customer Success Manager is the single point of contact for a portfolio of customers. The CSM is responsible for the post-sales relationship with the goal to create Customers for Life. Success is measured by retention, adoption, health, advocacy/referrals, and upsells/cross-sells. In this role, you will be required to communicate clearly with customers, escalate appropriately and navigate the company. Cross-functional collaboration, learning, and education are all fundamental elements of this role.
As a CSM at Centerbase, you will also have input on internal tools and processes and provide constructive feedback to make the department operate better. You will be comfortable acting as a mentor and providing direction to the team when you see opportunities to do so. You will be a product expert and be able to communicate the value of the product and features in ways that will instantly create meaningful results for your customers.
Responsibilities
● Knowledge about the Centerbase platform to identify opportunities that support customer growth
● Manage relationships with a portfolio of customers where you will communicate succinctly and professionally with customers on a regular cadence
● Learn customers’ business practices to set clearly defined goals with customers and manage to completion
● Deliver Business Reviews sharing Centerbase added value and growth opportunities
● Collaborate with internal teams as the voice of the customer to ensure customer success
● Ownership and accountability for managing customer escalations
● Drive customer retention through proactive engagement
Qualifications
● 1-2 years of experience as a Customer/Client Success Manager within a SaaS business
● Proficiency with Salesforce and other similar software products
● Ability to navigate a growing, fast-paced company and autonomously manage your book of business
● Strong attention to detail when communicating and following up on customer inquiries
● Proven track record of consistently attaining or exceeding renewal and expansion quota
Centerbase
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