Customer Success Manager, Enterprise - Unity

Role Overview

Accountabilities

• Drive enterprise customer satisfaction, retention, account health, growth, and risk mitigation.
• Build trusted stakeholder relationships and act as a strategic customer partner and advocate.
• Increase SaaS adoption through scalable enablement, training, and best-practice guidance.
• Advise customers on industry trends, operational practices, and optimization opportunities.
• Resolve complex customer and internal issues by coordinating stakeholders through completion.
• Improve customer success processes, scalability, efficiency, and quality while maintaining personalization.
• Support onboarding, interviewing, knowledge sharing, and team development.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Implementation.
• Experience ideally in consulting, SaaS, or software environments.
• Strong understanding of SaaS business models, customer success practices, and business metrics.
• Experience working with multiple stakeholders across complex organizations.
• Experience in a lean or growing Customer Success organization.
• Ability to translate customer objectives into practical recommendations.

Preferred Qualifications

• Experience with legal technology is a plus.
• Familiarity with legal operations and Legal, Finance, and IT stakeholder needs is a plus.
• A bachelor's degree is preferred.

Core Skills

• Excellent written, verbal, presentation, and relationship-building skills.
• Proactive, organized, adaptable, and comfortable navigating ambiguity.
• Strong cross-functional collaboration and influence skills.

Compensation

• Base salary is $92,500–$115,000 annually, depending on skills, education, experience, and location.
• Target commission opportunity is 20% of base salary, with eligibility for an annual discretionary bonus.

Work Environment

• The organization offers a remote-first work environment.

Benefits

• Benefits include medical, dental, vision, HSA, retirement matching, paid time off, family support, insurance, and tax-advantaged accounts.
• Employees receive one paid volunteer day each year.