Job Description
CLIENT SUCCESS MANAGER (CSM) Hybrid (2-3 days onsite) Reports to: Director of Client Success Salary Range: $80,000-$85,000 Base Salary, $20,000-$25,000 Variable About Nextpoint Nextpoint builds transformative software and services for the legal industry — making eDiscovery, case management, and litigation prep simple, fluid, and affordable for law firms of all sizes. Our secure, cloud-based platform lets teams start document review in minutes, backed by powerful analytics, an intuitive interface, and best-in-class security at every point. We’re problem solvers, simplifiers, and challenge seekers, united by a shared goal: a great team culture and satisfied clients. We’re headquartered in Chicago’s Ravenswood neighborhood and proud to have been named one of Built In’s Best Startups to Work for in Chicago five years running (2022-2026). Responsibilities Onboarding & Adoption Lead the onboarding process for new accounts in their first 90 days, creating and executing comprehensive onboarding plans with support from Services and Onboarding teams Ensure successful initial platform implementation, user activation, and first case success Drive early adoption by training key users, establishing best practices, and demonstrating quick wins Monitor onboarding metrics and user engagement to identify and address adoption barriers Engagement & Value Realization Develop and execute strategic engagement plans tailored to each customer’s business objectives and use cases Conduct regular check-ins, training sessions, and strategic planning meetings to maximize platform utilization Increase product usage and feature adoption through targeted trainings, webinars, and exposure to Nextpoint’s full capabilities Source new cases and use cases within existing accounts, demonstrating how Nextpoint can support additional matters and practice areas Partner with Account Managers to conduct Quarterly Business Reviews (QBRs), presenting usage insights, value realization metrics, adoption progress, and strategic recommendations Relationship Management & Advocacy Serve as the primary day-to-day point of contact for customer success, building trusted advisor relationships with key stakeholders Understand each stakeholder’s role, priorities, and success metrics to tailor engagement and support Establish regular communication cadence and serve as the “quarterback” who coordinates internal Nextpoint resources Conduct on-site capabilities presentations, trainings, and firmwide CLEs (continuing legal education) with support from Services, Marketing, and Product Risk Management & Escalation Identify accounts showing signs of churn or disengagement through customer conversations and engagement patterns Develop intervention strategies and coordinate with Product, Services, and Account Management to address concerns Escalate at-risk accounts to leadership with clear assessment of issues and recommended action plans Partner with Account Managers to provide context and insights that inform renewal strategies Growth Enablement & Expansion Support Identify “white space” opportunities where customers could benefit from expanded usage or additional features Create and maintain business growth plans for high-value accounts that map customer objectives to Nextpoint capabilities Provide Account Managers with insights, intelligence, and strategic context to support expansion and renewal conversations Facilitate warm handoffs to Account Managers when expansion opportunities are identified Client Advocacy Cultivate customer advocates who can provide testimonials, serve as references, and generate referrals Facilitate customer participation in case studies, webinars, and marketing initiatives Create referenceable customer success stories that demonstrate ROI and business outcomes Work with Marketing and Rev Ops to build and optimize automated user engagement campaigns Qualifications Experience 3+ years in a customer-facing SaaS or professional services role; client success or account management preferred Proven track record managing a portfolio of accounts with measurable retention or adoption outcomes Legal technology or legal services background a big plus Skills & Competencies Relationship builder with credibility across multiple stakeholder levels Strong communicator; comfortable leading presentations, trainings, and executive conversations Able to translate customer goals into engagement strategies and articulate value clearly Data-informed; comfortable interpreting usage and engagem