About this role
Position Summary Centellic is seeking a Customer Success Manager to join our New York-based Customer Success team. This customer-facing role supports a portfolio of customer accounts and helps legal professionals maximize the value of Centellic's legal intelligence and information solutions. The CSM will work closely with customers across the historic ALM portfolio, including Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault. The ideal candidate is customer-focused, eager to learn, and passionate about helping customers achieve their business objectives through effective product adoption and engagement. This role provides an excellent opportunity to build expertise in customer success, legal information products, and relationship management while supporting retention, customer satisfaction, and long-term account success. Customer Success & Relationship Management Support the management of a portfolio of customer accounts across the Law.com product portfolio. Build relationships with customer stakeholders and serve as a reliable day-to-day contact. Assist customers with onboarding activities and product adoption initiatives. Help customers identify ways to incorporate products into their workflows and business processes. Proactively engage customers to ensure a positive customer experience. Product Adoption & User Engagement Promote usage and adoption of: Law.com Law.com International Law.com Compass VerdictSearch Law.com Radar Law.com Scholar NewsVault Deliver introductory product training sessions and support webinars. Monitor user engagement and follow up with customers to encourage adoption. Share product updates, new features, and best practices with customers. Assist in creating customer communications and educational materials. Account Support & Customer Retention Monitor customer activity and engagement levels. Escalate customer concerns and potential renewal risks to senior team members. Maintain accurate customer records and activity notes in company systems. Collaborate with Customer Care, Product, and Sales teams to resolve customer issues quickly. Support renewal efforts by helping ensure customers realize value from their subscriptions. Customer Feedback & Advocacy Gather customer feedback regarding product functionality, content, and user experience. Share customer insights with Product, Editorial, Marketing, and Sales teams. Participate in customer surveys, feedback initiatives, and advocacy programs. Help identify common customer questions and contribute to knowledge-sharing efforts. Team Collaboration & Professional Development Collaborate closely with Customer Success Managers, Account Executives, and Customer Care teams. Participate in training and development programs to build product and industry knowledge. Contribute ideas for improving customer engagement and onboarding processes. Learn customer success best practices and develop consultative customer management skills.