Customer Success Manager

<p>Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.</p><p><strong>Position Overview</strong></p>

<p>The Customer Success Manager at Elite is a high-impact role focused on ensuring customers fully realize the value of our products and services. This position requires a high level of performance in customer success and SaaS environments, including driving product adoption, retention, and expansion through proactive customer engagement. A core aspect of this role will be delivering education and enablement initiatives to empower customers with the knowledge and tools they need to maximize their success with Elite’s offerings.&nbsp;</p>

<p><strong>Work Arrangement:</strong> Remote&nbsp;</p>

<p>This role requires the individual to be based in Eastern Standard Time (EST) or Central Standard Time (CST)time zone.&nbsp;</p>

<p><strong>Responsibilities</strong></p>

<ul>

<li>Drive Adoption &amp; Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features.  </li>

<li>Customer Management: Develop and&nbsp;maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities.  </li>

<li>Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and&nbsp;identifying at-risk accounts for early intervention.  </li>

<li>Customer Education &amp; Enablement: Deliver customized training programs, webinars, and "power hour" sessions to help customers deepen their product knowledge and improve their workflows.  </li>

<li>Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience.  </li>

<li>Collaboration with Sales, Services &amp; Support Teams: Work closely with internal teams to share customer insights,&nbsp;optimize service delivery, and drive growth opportunities.  </li>

<li>Perform other duties as assigned to support the overall goals and&nbsp;objectives of the department/company.  </li>

<li>Perform other duties as assigned to support departmental and company objectives.&nbsp;</li>

</ul>

<p><strong>Qualifications&nbsp;</strong>&nbsp;</p>

<ul>

<li>Bachelor's Degree or equivalent education and experience. </li>

<li><strong></strong><strong></strong><strong>3–5 years</strong><strong></strong> years of experience in experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors. &nbsp; </li>

<li>Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies.  </li>

</ul>