Customer Success Manager

About the role

One Legal, an InfoTrack company, is seeking an experienced Customer Success Manager who lives our company values of customer-centricity, striving for ambitious goals, and respect for colleagues and clients. In this role, you will play a key part in driving revenue growth and increasing client retention to support long-term loyalty across the One Legal client base.

As a Customer Success Manager, you are responsible for playing a key role in driving revenue growth and increasing client retention to ensure long-term loyalty of the One Legal client base. It is important that in this role you drive customer-centricity, striving for ambitious goals centered around increasing revenue. Strong sales acumen with demonstrated experience proactively outbounding into existing accounts to identify growth opportunities, uncover unmet needs, and drive expansion revenue. It is important that as a Customer Success Manager, you are able to build and maintain strong customer relationships. You must be able to thrive in a fast-paced environment while demonstrating high energy, optimism, and executive presence that inspires clients and drives momentum.

This role is ideal for candidates who enjoy combining customer success with sales-driven growth, thrive in an energetic, in-office environment, and are comfortable with proactive outbound engagement

This is a full-time, base salary plus commission, hybrid position based out of our San Francisco office with regular in-office presence required 3 days a week. Most work is conducted via phone and video, with in-office collaboration as part of the hybrid schedule. The role may also require occasional travel to company-sponsored events and conferences approximately 3–6 times per year.

The starting base salary range for this role is $66,960–$83,700. In addition, this role is eligible for an annual target commission of $45,000, with total compensation determined based on experience, qualifications, and internal pay equity.

About One Legal, an InfoTrack Company

One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

Responsibilities

• Serve as the lead point of contact for your assigned accounts, providing exceptional customer service and building strong, long-lasting relationships.
• Conduct informational product demos and training to identify opportunities to expand product usage and increase customer retention.
• Collaborate with the sales team to identify and grow opportunities within the client base, utilizing your sales disposition and high activity level.
• Forecast and track key account metrics, prepare reports on account status, and proactively prevent customer churn.
• Assist with challenging client requests or issue escalations as needed, demonstrating high impact communication and problem-solving skills.
• Attend tradeshows organized by the marketing team, representing One Legal and showcasing our solutions to potential clients.
• This is a hybrid role based in our San Francisco office, with regular in-office presence required three days a week

Requirements

• 2-3 years as a B2B Account Executive or similar, selling software to professional services buyers.
• Proven experience in SALES and customer success, account management or relationship sales role, with a track record of achieving sales targets and sustaining client satisfaction.
• Knowledge of the legal and conveyancing process is a plus, with experience in a similar role or within the legal technology industry preferred.
• A consistent record of over-achievement versus targets and maintaining a healthy sales pipeline.
• Good understanding of the consultative sales approach and appreciation of the value of building trust-based relationships with your prospects.
• You're a confident communicator and skilled presenter. You enjoy delivering live product demonstrations via video conferencing.
• You're technically adept and experienced with web technologies. Ideally, you've previously worked selling SaaS solutions.
• Familiarity with the main tools and tactics of selling. You've used a CRM to track and manage your work (ideally Salesforce).

Benefits

Whether you choose to work in an office or remotely, we strive to ensure that you have the resources and training that you need to successfully collaborate and succeed. At InfoTrack, we’re committed to a workplace where everyone feels comfortable to do their best work and, yes, have fun!

We offer

• Flexibility. Work from home, an office, or a mixture of the two—wherever you're happiest and able to do your best work.
• Excellent health, dental, and vision plans, 401k match, 20 days of paid time off, plus more competitive benefits.
• Work with a knowledgeable, high-achieving, experienced, and fun team.
• Be part of a culture obsessive about learning, development, and career growth.
• Learn more about life at InfoTrack on our website.

InfoTrack is certified as a Great Place to Work®.

Additional Information

Because we firmly believe that a diversity of experience and perspectives brings strength to our company we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Any information that you share with us will be kept confidential and is subject to our privacy policy.