Note: The job is a remote job and is open to candidates in USA. Athennian is a company that delivers Governance Ops™ software to help organizations manage complex corporate structures. They are seeking a Customer Success Manager to build relationships with clients, drive product adoption, and ensure customer satisfaction while managing a dedicated portfolio of accounts.
Responsibilities
- Own and build strong, trusted relationships with a dedicated portfolio of customers, ensuring they see continuous value from Athennian
- Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals, identifying expansion opportunities and managing upsell conversations
- Monitor customer health and product usage data to proactively drive engagement, feature adoption, and healthy user habits
- Partner with internal teams (such as Onboarding, Support, and Product) to ensure seamless implementations and convey customer feedback effectively
- Serve as a primary point of contact for customer issues, working efficiently to resolve roadblocks and maintain high customer satisfaction
- Prepare and execute regular business reviews with clients to demonstrate ROI, review health metrics, and align on their evolving business goals
- Participate in internal initiatives to help refine Customer Success processes, playbooks, and best practices
Skills
- 3–5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS
- Familiarity with legal tech, governance, entity management, or private equity software is a strong asset
- Proven ability to build trust with stakeholders, proactively drive renewals, and identify expansion opportunities
- Excellent verbal and written skills, with the ability to explain complex workflows clearly to both day-to-day users and decision-makers
- Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues
- Highly organized and detail-oriented, with the ability to manage a diverse portfolio and competing priorities simultaneously
- Located in and authorized to work in the US/Canada (working on an EST schedule); open to occasional travel for client and company events
- An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level
- Experience working at a law firm or with an in-house legal team
- Knowledge of and ongoing interest in the legal space, corporate governance, and regulations that may impact our customers and their business
Benefits
- Competitive salary, equity and performance-based bonus structure.
- A minimum of 3 weeks vacation, 5 sick days and 6 personal/flex days, plus a company-wide winter holiday shutdown.
- Health, dental, vision, long-term disability and a Health Spending Account (HSA).
- Flexible parental leave, including top-ups.
- A work-from-home allowance to get you set up for success.
Company Overview