This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Success Manager (CSM) reporting to the Manager, Customer Success, you'll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You'll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You'll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience. - Own and build strong, strategic relationships with a dedicated portfolio of customers - Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals - Identify and capitalize on opportunities for revenue growth - Develop innovative strategies to increase customer engagement and product adoption - Collaborate with internal teams to ensure seamless onboarding and ongoing training - Serve as the primary point of contact for customer escalations, ensuring swift resolution - Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations - Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns - Monitor customer health, proactively identifying and mitigating risks Qualifications - Proven success in a B2B SaaS environment, with 2+ years of experience thriving in a commercially-focused Customer Success role - A natural relationship-builder, skilled at fostering strong connections and trust with clients - Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion - Proactive approach to assessing growth opportunities and experience driving deals through to close - Empathetic and customer-centric, with a passion for understanding and exceeding client expectations - Excellent communicator, adept at simplifying complex issues and conveying information clearly - Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively - Familiarity with the legal tech space and entity and/or equity management solutions - Travel expected based on book of business and internal/external company events Requirements - An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level - Experience working at a law firm or with an in-house legal team - Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business Benefits - We’re a remote-first company built on trust, autonomy, and accountability - Work-Life Balance: Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown - Comprehensive Coverage: Health, dental, and vision, long-term disability, and a Health Spending Account (HSA) - Family Support: Flexible parental leave benefits, including top-ups - Remote Setup: A dedicated work-from-home allowance to get you set up for success

• Assisting with updates and maintenance of CRM systems • Gathering and tracking user feedback and support tickets • Supporting internal operations with documentation and workflow enhancements • Analyzing customer data to identify trends and inform best practices • Collaborating with cross-functional teams to improve user experiences

• Analyze partner performance data to identify trends, gaps, and opportunities for improvement • Build and maintain advanced Excel models to track KPIs, financial performance, and operational metrics • Support strategic initiatives related to partner growth, retention, and engagement • Develop insights and recommendations based on data analysis and present to internal leadership and external partners • Collaborate cross-functionally with operations, growth, and clinical teams • Monitor and report on value-based care metrics (e.g., cost, utilization, quality outcomes) • Help design and implement scalable processes in a rapidly evolving environment

ABOUT US HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan. We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses. OUR CLIENT Location: Raleigh, NC HQ (Remote) Industry: Government Technology (SaaS) Company Size: 50+ What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data. Contact HirexHire for more client information THE ROLE Our client is seeking an experienced Senior Customer Success Manager to own and grow relationships with a portfolio of high-impact public sector customers. This role focuses on driving long-term adoption, value realization, retention, and expansion across a flagship customer base. The Senior Customer Success Manager will act as a trusted advisor to government agencies and public organizations, helping them maximize the value of a unified public engagement SaaS platform while serving as the internal advocate for customer needs. WHAT YOU WILL DO - Own relationships with a portfolio of high-impact public sector customers, serving as a trusted strategic advisor. - Drive platform adoption and value realization by aligning customer goals to product capabilities and best practices. - Manage complex, high-visibility accounts with evolving requirements and executive stakeholders. - Identify risks and barriers to success early, developing proactive plans to protect retention and satisfaction. - Lead renewal strategy and execution in partnership with Finance, including forecasting and risk mitigation. - Identify and execute expansion opportunities across departments, use cases, and product offerings. - Advocate for customer needs internally by coordinating across product, engineering, sales and leadership teams. - Translate customer feedback and engagement insights into actionable recommendations. - Build long-term, referenceable customer relationships through consistent communication and follow-through. WHAT YOU WILL NEED - 7-10 years of experience in Customer Success within a SaaS environment. - Proven ability to manage complex accounts with senior-level stakeholders. - Demonstrated success driving retention, renewals, and account expansion. - Strong consultative and communication skills, both internally and externally. - Experience translating customer goals into measurable outcomes and success plans. - Ability to navigate ambiguity and evolving requirements in a fast-moving environment. - Strong organizational skills and comfort managing multiple high-priority accounts. - Public sector or GovTech experience is a plus. - Experience with public engagement, civic technology, or community-focused platforms is a plus.