Customer Success Manager- Legal

About the role

UniCourt is a Legal Data as a Service (LDaaS) company dedicated to unlocking the potential of court data for Am Law 200 firms and Fortune 500 companies. Delivered via the only API-first platform in the legal technology market, UniCourt provides real-time state and federal court data for legal analytics. Our proprietary technology turns disparate court records into accessible, actionable insights. The UniCourt Enterprise API is the gold standard in legal data delivery, powering data-driven revenue growth and client satisfaction strategies. Our team largely operates remotely across several time zones and countries. If you're looking to work at a company with opportunities to forge your career path in legal tech, UniCourt is the right place for you. Position Summary We're looking for a Customer Success Manager who lives and breathes legal tech. In this role, you'll be the primary post-sale relationship owner for UniCourt's enterprise clients, ensuring they successfully onboard, adopt, and realize the full value of UniCourt's litigation data platform and products. This is a highly strategic, product-oriented role that combines customer success responsibilities with a strong focus on project management. The ideal candidate brings strong technical acumen, a deep understanding of legal workflows, and the ability to translate complex data capabilities into meaningful client outcomes. You know what it means to onboard a complex data product, drive adoption across multiple stakeholders, and translate client feedback into meaningful product conversations. This isn't a reactive support role. You'll be a strategic partner to our clients - proactively identifying opportunities for deeper engagement, managing renewals, surfacing expansion opportunities, and collaborating closely with sales, product, and engineering to deliver an exceptional client experience. Duties & Responsibilities Client Relationship Management Own and manage the post-sale relationship for a portfolio of enterprise clients, including Am Law 200 firms and Fortune 500 legal departments Build trusted advisor relationships with key stakeholders, including legal, IT, innovation, knowledge management, business intelligence, and executive teams Serve as the primary point of contact for all client needs, ensuring a consistently high-quality experience Onboarding & Implementation Lead onboarding and implementation efforts, ensuring smooth technical integration of UniCourt's platform and APIs into client workflows Partner with clients to align product capabilities with their workflows and business objectives Ensure successful handoff from Sales to Customer Success and establish clear success metrics Product Adoption & Customer Success Develop and execute client-specific success and project plans aligned with each client's goals and the successful adoption of UniCourt offerings Drive product adoption through training, education, and best practice guidance on platform capabilities and new features Monitor account health through usage data, regular check-ins, and Quarterly Business Reviews (QBRs), proactively identifying and addressing risks to retention Retention & Growth Own the renewal process and proactively manage retention risk Identify expansion and upsell opportunities within existing accounts and partner with Sales to execute Ensure clients are continuously realizing value from UniCourt's platform Customer Advocacy & Feedback Act as the voice of the customer internally - channeling client feedback and insights to Product, Engineering, and leadership to inform roadmap priorities Translate client needs into actionable recommendations for product enhancements Advocate for improvements that enhance customer experience and platform usability Cross-Functional Collaboration Collaborate with Sales, Product, Engineering, Marketing, and Support teams to deliver a seamless customer experience from prospect to long-term partner Align internal stakeholders around customer priorities and strategic initiatives Support go-to-market efforts by providing customer insights and feedback Industry Expertise & Representation Stay current on legal tech trends, the competitive landscape, and industry developments to bring informed perspectives to client conversations Represent UniCourt at client meetings, legal industry conferences, user groups, and industry events Provide strategic, informed guidance to clients based on industry knowledge Education, Knowledge, Skills & Abilities Bachelor's degree required; JD, MBA, or advanced degree preferred. 3+ years of customer success, account management, or client-facing experience, with a meaningful portion spent in legal tech, legal services, or selling/supporting solutions for law firms and legal departments. Strong understanding of the legal industry - including how large law firms and corporate legal departments operate, buy technology, and manage data. Experience managing enterprise client relations

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