Client Success Manager

Job requirements

• Manage a portfolio of North American law firm clients, acting as their primary point of contact post-sale.

• Lead structured onboarding experiences that drive early adoption and set clients up for long-term success.

• Run client calls and live training sessions with lawyers, translating the Nexl platform and BD best practice into guidance they can apply immediately. This is a core, ongoing part of the role.

• Conduct regular business reviews with key stakeholders, tracking progress, surfacing insights, and identifying growth opportunities.

• Monitor product usage, health scores, and engagement signals to proactively maintain client retention rates..

• Drive renewals and expansion revenue by demonstrating ongoing value and aligning Nexl’s roadmap to client priorities.

• Use AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business.

• Act as the voice of the customer internally, feeding insights to Product, Marketing, and Sales.

Job responsibilities

• Several years inside a law firm’s business development function (as a BD Manager, Director, or Specialist), with first-hand understanding of how lawyers build relationships and grow business.

• Comfortable operating at a senior level with law firm stakeholders, ideally from B2B SaaS Customer Success, Account Management, or a similar advisory background.

• Confident running live client calls and training sessions with lawyers, translating platform functionality and BD practice into practical, applied guidance.

• Comfortable using technology to support BD and growth initiatives, and can speak credibly to lawyers about how it fits their day-to-day.

• Strong commercial awareness: understands retention, expansion, and the metrics that matter.

• Actively uses AI tools to elevate the quality and speed of client-facing work and portfolio management.

• Demonstrates strong initiative and ownership, collaborating with others to navigate ambiguity, identify solutions, and move priorities forward.

• Consulting experience, particularly a move from a senior law firm BD role into an advisory or consulting context.

• Familiarity with CRM, relationship intelligence, or workflow automation platforms.

• Experience working remotely across a distributed North American team.

• Background in change management or digital transformation projects.