Client Success Manager

📋 Description

• • As a Client Success Manager (CSM) at Aderant, you will be the pivotal force ensuring our valued clients achieve tangible business outcomes through the effective adoption and continuous value realization of our comprehensive business management solutions.
• • You will act as a trusted strategic partner, guiding clients through their entire journey with Aderant, fostering clarity, alignment, and accountability across all touchpoints to drive customer retention, secure renewals, and cultivate long-term growth.
• • This role demands a proactive and strategic approach, where you will manage diverse client engagements based on their tier, the complexity of the products they utilize, and their specific risk profiles, all while maintaining unwavering ownership of client success and overall health.
• • Your primary responsibility will be to translate each customer's unique business goals and challenges into clearly defined, measurable success outcomes that align with their strategic objectives.
• • You will be instrumental in developing and meticulously maintaining structured success plans, ensuring that all outcomes, actions, assigned owners, and timelines are clearly articulated and agreed upon.
• • A key aspect of your role involves diligently tracking progress against these plans and ensuring the timely and effective closure of any root causes that may be impacting client success or their ability to achieve their desired outcomes.
• • You will be a champion for the adoption and effective utilization of Aderant's suite of solutions, guiding clients on best practices, optimal workflows, and the strategic operationalization of our software to maximize their investment.
• • Your efforts will directly contribute to accelerating the client's time-to-value by implementing structured planning and maintaining consistent, value-driven engagement throughout the client lifecycle.
• • A critical component of your role is proactive risk management; you will continuously monitor key client health indicators, including product usage patterns, adoption progress, customer satisfaction scores (CSAT), and other engagement signals.
• • By identifying potential risks early, you will collaborate closely with our Support, Product, Professional Services, and Sales teams to address challenges proactively and mitigate any potential negative impacts on client success.
• • When outcomes or client relationships are at risk, you will take the initiative to develop and implement structured recovery plans, ensuring a swift and effective return to a positive trajectory.
• • You will serve as the central point of coordination for all internal teams involved in the client's success, ensuring seamless collaboration and a unified approach to achieving client objectives.
• • Setting and managing clear expectations with both customers and internal stakeholders is paramount to maintaining strong relationships and ensuring alignment.
• • You will be empowered to escalate issues appropriately and will actively participate in executive-level discussions when necessary to drive resolution and ensure client satisfaction.
• • Maintaining clear, consistent, and transparent communication with your assigned customers regarding progress, identified risks, and upcoming next steps is a core tenet of this role.
• • You will act as a vital conduit, representing the voice of the customer internally, sharing valuable feedback, insights, and lessons learned to drive continuous improvement across Aderant's products and services.
• • Documenting key insights, lessons learned, and any systemic issues identified through client interactions will be crucial for organizational learning and strategic decision-making.
• • You will play a key role in supporting renewal readiness by consistently demonstrating the value and outcome achievement your clients experience through their partnership with Aderant.
• • In collaboration with Sales and Services, you will actively identify opportunities for customer expansion or optimization, helping clients leverage Aderant's solutions more deeply to meet evolving business needs.
• • Contributing to customer advocacy initiatives, such as case studies or testimonials, will be encouraged where appropriate, highlighting the success stories of our clients.
• • This role is fundamental to Aderant's mission of helping law firms and professional services organizations run better businesses, driving innovation and fostering a culture that embraces new ideas and technology within the legal industry.