Customer Success Manager

Jigsaw LLC

Job Overview

Location

New York

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact and trusted advisor for a portfolio of 15–25 law firm clients across the Americas, owning their success and revenue outcomes.
• Develop deep understanding of each client’s business objectives, workflows, and success metrics to align Jigsaw’s value with their strategic priorities.
• Maintain accurate forecasting of renewals, expansions, and at-risk revenue in HubSpot.
• Proactively monitor customer health signals—including usage analytics, engagement patterns, and support trends—to identify at-risk accounts before renewal and execute risk mitigation strategies.
• Lead renewal negotiations, structuring agreements that reflect delivered value and lay the foundation for expansion, while identifying cross-sell and upsell opportunities through discovery conversations and strategic account planning.
• Conduct strategic Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that demonstrate ROI and deepen relationships with executive stakeholders.
• Deliver high-impact training sessions, workshops, and demos for end-users, champions, and train-the-trainer programs to drive product adoption.
• Identify and cultivate internal champions within client organizations who can drive adoption and advocacy.
• Create success stories, case studies, and reference opportunities with highly engaged clients.
• Partner closely with Sales teams on hand-offs, upsell opportunities, and account transitions.
• Collaborate with Product teams to communicate customer feedback, influence roadmap priorities, and escalate technical issues through Product Success.
• Advocate for customer needs internally by translating client feedback into actionable insights for product and go-to-market teams.
• Contribute to Customer Success playbooks, best practices, and processes as the function scales.
• Manage the full post-sale customer lifecycle—from onboarding through renewal and expansion—with a focus on retention, expansion revenue, and customer satisfaction.
• Operate in a hybrid environment with three days per week required in-office in New York City.
• Thrive in a high-growth startup environment characterized by ambiguity, velocity, and the need to build processes while executing.
• Build authentic relationships with stakeholders ranging from end-users to C-suite executives, demonstrating high emotional intelligence and executive presence.
• Maintain a positive, high-energy presence that motivates clients and colleagues, focusing on solutions during challenges.
• Take ownership of your book of business while knowing when to collaborate, escalate, or seek support.

🎯 Requirements

• 1–3 years in Customer Success, Account Management, or client-facing roles in B2B SaaS (preferably $50K+ ACV)
• Proven ability to independently manage a portfolio of 15–25 accounts with varying health scores and engagement levels and a track record of achieving high GRR and NRR goals
• Experience negotiating renewals and expansion deals, with comfort discussing pricing, contract terms, and ROI
• A background in legal, legal tech, professional services software, or highly regulated industries is a strong plus
• Proficiency with CRM tools (HubSpot preferred)
• Exceptional verbal and written communication skills with high emotional intelligence and executive presence, in person and virtually

🏖️ Benefits

• Opportunity to work with world-renowned law firms and shape the future of legal technology
• Hybrid role with three days per week in-office in New York City
• Fast-paced, high-growth startup environment with significant impact on product and company direction
• Collaborative culture that values creativity, enthusiasm, and ownership
• Career growth alongside a scaling SaaS company in the top quartile globally
• Exposure to executive stakeholders and influence over product roadmap and customer success strategy

Skills & Technologies

Hybrid

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Jigsaw LLC

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About Jigsaw LLC

Jigsaw LLC is a data-services company headquartered in San Mateo, California. Launched in 2003, it built a crowdsourced database of business contacts and was acquired by Salesforce in 2010, becoming the foundation for Data.com. After the Data.com sunset in 2019, the Jigsaw brand was re-established as an independent entity focused on providing accurate, continuously refreshed B2B contact and company information to sales, marketing and recruiting teams through APIs and web applications.

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