Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
About the role
- Customer Success Manager owning post-sale client relationships and coordinating cross-functional teams for behavioral health solutions. Managing a portfolio of mid-market clients and ensuring delivery excellence in a hybrid work environment.
Responsibilities
- Own the post-sale client relationship from kickoff to expansion.
- Manage a portfolio of mid-market clients and coordinate with cross-functional teams (SEO, PPC, WEB, PMs, OPS).
- Lead all client meetings (Status, MBR, QBR, Ad-hoc) with confidence and preparation.
- Deliver clarity and strategy in every interaction — reinforcing our growth plan and accountability.
- Translate marketing and data concepts (SEO, PPC, attribution, funnel performance) into clear, client-friendly narratives.
- Review performance dashboards daily — flag underperformance, anomalies, and opportunities.
- Ensure all client materials, reports, and documentation are accurate and aligned.
- Oversee project deliverables and monitor client campaign goals vs. actuals within Dashboards & Project Management Plan.
Requirements
- 2-4 years experience in Customer Success, Account Management, or Client Strategy, ideally in digital marketing, SaaS, or agency environments.
- Proven ability to manage 15–25 clients in mid-market accounts ($5K–$50K/month retainers).
- Strong understanding of SEO, WEB Dev, PPC, CRMs, and marketing performance metrics.
- Exceptional communication skills & business acumen, verbal and written.
- High attention to detail — you run meetings, documentation, and reports like clockwork.
- Data-driven mindset with the ability to turn metrics into meaningful strategy.
- Proficiency with Salesforce, ClickUp, Zoom, Fireflies, and reporting dashboards.
- Calm under pressure, organized under chaos, and obsessed with results.
Benefits
- Mission with Meaning: Your work helps behavioral health facilities grow — and helps more people get access to life saving care.
- High-Performance Culture: You’ll collaborate with top talent across marketing, tech, and operations.
- Performance Incentives: Competitive compensation with account success bonuses and quarterly performance incentives based on account expansion.
- Career Development: Opportunity to grow into Accounts Director or similar leadership roles
Job title
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