Customer Success Manager

About the role

As a Customer Success Manager (CSM) reporting to the Director, Customer Success, you'll be a high-impact contributor who serves as a trusted advocate for our clients, a strategic growth driver, and a data-driven decision-maker. In this role, you will build deep relationships to understand unique client needs and empower them to achieve exceptional results by fully leveraging Athennian’s platform.

You will act as the voice of our clients, develop value-driven success plans, and analyze key metrics to drive continuous improvement. As a CSM, you will manage a dedicated portfolio of accounts, proactively driving product adoption, mitigating churn risks, and identifying opportunities to expand client value.

What you'll do

As a key contributor to our Customer Success team, you will be responsible for:

• Relationship Management: Own and build strong, trusted relationships with a dedicated portfolio of customers, ensuring they see continuous value from Athennian.
• Retention & Growth: Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals, identifying expansion opportunities and managing upsell conversations.
• Adoption & Engagement: Monitor customer health and product usage data to proactively drive engagement, feature adoption, and healthy user habits.
• Cross-Functional Collaboration: Partner with internal teams (such as Onboarding, Support, and Product) to ensure seamless implementations and convey customer feedback effectively.
• Escalation Management: Serve as a primary point of contact for customer issues, working efficiently to resolve roadblocks and maintain high customer satisfaction.
• Business Reviews: Prepare and execute regular business reviews with clients to demonstrate ROI, review health metrics, and align on their evolving business goals.
• Process Contribution: Participate in internal initiatives to help refine Customer Success processes, playbooks, and best practices.

Qualifications

• Experience: 3–5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS.
• Domain Knowledge: Familiarity with legal tech, governance, entity management, or private equity software is a strong asset.
• Relationship & Commercial Skills: Proven ability to build trust with stakeholders, proactively drive renewals, and identify expansion opportunities.
• Communication: Excellent verbal and written skills, with the ability to explain complex workflows clearly to both day-to-day users and decision-makers.
• Problem-Solving: Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues.
• Organization: Highly organized and detail-oriented, with the ability to manage a diverse portfolio and competing priorities simultaneously.
• Logistics: Located in and authorized to work in the US/Canada (working on an EST schedule); open to occasional travel for client and company events.

Nice to have:

• 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.

Location

We have embraced a distributed model of working to reach the best talent in the world. While some roles may require proximity to our Toronto, Calgary and Vancouver offices, roles based outside our office locations can be remote in Canada and the US. This role requires alignment with our East Coast team. Candidates must be based in and authorized to work in the US/Canada, working on an EST schedule. #LI-Remote

Our Culture 

Our company thrives in a fast-paced startup environment where every team member plays a critical role in driving success. We value ambitious, results-driven individuals who are not only proactive in identifying opportunities but are also committed to going the extra mile. In our culture, collaboration and initiative fuel our growth as we embrace new challenges, learn constantly, and move quickly to seize opportunities. If you're a go-getter who thrives on impact and thrives in a dynamic setting, you'll fit right in. Our values are:

• Outcome Driven: We focus on setting ambitious goals and achieving measurable results, valuing success by the outcomes we deliver.
• Wide Responsibility: Our team is empowered to shape success, taking ownership from problem identification to solution implementation.
• Learning Mindset: We embrace curiosity, rejecting the status quo and encouraging continuous learning and agility.
• Strategic Speed: We make fast, effective decisions and embrace a bias for action to seize opportunities quickly.

Benefits at Athennian

We hire great people—and we back them with benefits that genuinely support their lives, not just their work. As a remote-first company, we focus on what matters most: flexibility, security, and opportunities to grow and connect.

Work-Life Balance: Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown.

Comprehensive Coverage: Health, dental, and vision, long-term disability, and a Health Spending Account (HSA).

Family Support: Flexible parental leave benefits, including top-ups.

Remote Setup: A dedicated work-from-home allowance to get you set up for success.

Note: There is OTE in addition to the base salary*