Helping law firms run a better business.
Associate Client Success Manager
Location
United States
Posted
12 hours ago
Salary
Not specified
Job Description
Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.
At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.
Our people are our strength.
Role Purpose
The Client Success Manager (CSM) is accountable for ensuring customers achieve meaningful business outcomes through successful adoption, value realization, and proactive risk management. Acting as a trusted partner, the CSM drives clarity, alignment, and accountability across the customer lifecycle to support retention, renewal, and long-term growth.
CSMs operate across different engagement models depending on customer tier, product complexity, and risk profile, while maintaining consistent ownership of outcomes and client health.
Core Responsibilities
Outcome Ownership & Value Realization
Translate customer goals and challenges into clearly defined success outcomes
Develop and maintain structured plans that align outcomes, actions, owners, and timelines
Track progress and ensure closure of root causes impacting client success
Adoption & Enablement
Drive adoption and effective use of assigned Aderant solutions
Guide customers on best practices, workflows, and operationalization
Support time-to-value through structured planning and ongoing engagement
Proactive Risk Management
Monitor client health indicators (usage, adoption progress, CSAT, engagement signals)
Identify and address risk early in partnership with Support, Product, Professional Services, and Sales
Initiate structured recovery plans when outcomes or relationships are at risk
Cross-Functional Coordination
Serve as the central point of coordination across internal teams to ensure success
Set and manage expectations with customers and internal stakeholders
Escalate appropriately and participate in executive-level discussions when needed
Communication & Client Advocacy
Maintain clear, consistent communication with customers regarding progress, risks, and next steps
Represent the voice of the customer internally
Document insights, lessons learned, and systemic issues
Retention & Growth Enablement
Support renewal readiness through demonstrated value and outcome achievement
Identify expansion or optimization opportunities in partnership with Sales and Services
Contribute to customer advocacy where appropriate
Qualifications
2-4+ years of experience in Customer/Client Success, Professional Services, Implementation, Support, Consulting, or related client-facing roles in a B2B SaaS or technology-enabled services environment
Demonstrated ability to own customer outcomes, including driving adoption, value realization, risk mitigation, or recovery through structured plans
Strong capability translating complex products and technical concepts into clear business outcomes for customers
Proven experience coordinating across cross-functional teams (Support, Product, Professional Services, Sales) to resolve issues and achieve results
Ability to manage multiple customer relationships with strong prioritization, organization, and follow-through
High emotional intelligence with the ability to build trusted advisor relationships, including in high-pressure or escalated situations
Comfort using data, usage insights, and health indicators to identify risk, demonstrate value, and guide customer conversations
Disciplined communicator with strong written, verbal, and documentation skills
Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango, or similar) preferred
Related Guides
Related Job Pages
More Customer Success Manager Jobs
The representative will be primarily logged into an inbound phone queue, consulting and educating current Yelp advertisers on advertising solutions and highlighting investment returns through ad performance metrics to strengthen revenue retention. They must utilize strong listening and conflict resolution skills to handle escalated clients while consistently achieving monthly goals.
The Client Success Manager is responsible for driving successful adoption and sustained value realization for a defined product family using structured 90-day adoption plans and ongoing solution expertise. This role involves acting as a trusted product advisor to guide clients toward outcomes that support retention and Net Revenue Retention (NRR).
The role involves providing temporary enhanced, high-touch customer success management (HyperCare) for escalated customers, developing intervention plans, and transitioning them back to standard digital processes. Core duties also include utilizing digital methodologies to guide customers through the lifecycle, monitoring customer health, and building strong relationships across the customer organization.
The role involves providing temporary, high-touch customer success management for escalated or at-risk customers through targeted intervention plans, and transitioning them back to standard digital processes once resolved. Additionally, CSMs utilize digital methodologies to guide customers through the lifecycle, monitor health using data, and proactively build strong relationships to drive adoption and utilization.
