Senior Customer Success Manager
$110k/y-$140k/y
Darrow AI3 days ago
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HybridFull-timeSenior
Summary
Darrow AI is seeking a Senior Customer Success Manager to join their team in New York, NY. The role involves designing, growing, and shaping the Customer Experience function within a fast-growing legal tech startup.
About the Role
As a Senior Customer Success Manager, you will be responsible for building the foundation for how the Customer Success team operates, scales, and delivers impact. This includes creating playbooks, establishing feedback loops, and setting KPIs. You will work hands-on with strategic customers while also architecting the team's processes and culture to ensure a high-performing organization that partners deeply with the legal market.
About You
Required:
- 5+ years of experience in customer success, account management, or client services, ideally in a B2B Services, SaaS or legal technology company.
- Experience working with legal professionals or within the legal technology space.
- Experience with Salesforce CRM and various customer success tools such as Zendesk, HubSpot, MixPanel, and Gainsight.
- Past experience managing and growing Customer Success Management teams.
- Strong leadership presence with the ability to inspire and guide.
Preferred:
- A process-minded builder who thrives in ambiguity and enjoys creating structure.
- Ability to work independently and take ownership of the role as the first Customer Success Manager.
- Demonstrated ability to thrive in a fast-paced, evolving environment.
- Data-driven approach to defining and measuring success.
- Excellent interpersonal and communication skills.
Benefits
- Medical, Dental & Vision insurance for you and your dependents.
- $150 weekly Grubhub credit for lunches.
- Unlimited paid time off policy.
- Hybrid work model - onsite 3 days/week.
- Eligibility to participate in a bonus/incentive plan.
- Stock option plan to give employees a direct stake in Darrow's success.
Darrow AI
Darrow is transforming the legal ecosystem by turning scattered legal data into actionable insights that drive faster, fairer outcomes. We uncover hidden patterns, risks, and opportunities - helping legal professionals move quickly, assess cases more accurately, and resolve disputes more efficiently. Justice Through Intelligence means cutting through complexity and empowering legal professionals to drive real change.
New York, United States