CASE STATUS (www.casestatus.com)

Job Title: Customer Success Manager

Reports to: Chief Customer Officer 

Organization: Customer Success 

Why Case Status:

We’re one of the fastest-growing, venture-backed tech startups based out of beautiful Charleston, SC. With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide their clients real-time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more. We are completely transforming how law firms interact with their clients through a combination of cutting-edge software, AI technology, innovative solutions and a bunch of really “rad” people.

What do we mean by “rad”? You must not be from the 80s! Here’s what it means to be RAD at Case Status:

• Radically Disruptive - We make a point to go above and beyond in everything we do. Through creativity, diligence and clear expectations, we proactively challenge the status quo, embrace failure, and adapt when necessary for the greater good of the mission.

• Actively Curious - Making an impact on our customers and their clients’ matters deeply to us. We value humility and solve for others first. When we are faced with challenges, we desire to delight our customers at every chance. We are curious in our approach, humble in our execution, and confident in our vision.

• Dedicated to our Team - Being fully committed means being dependable, taking responsibility for challenges, sharing accolades widely, and checking our egos at the door. We value a strong culture and contribute to its success by taking care of each other; growing professionally, and celebrating our accomplishments.

We’re not just on a mission to transform the legal industry (or bring the word “rad” back to the mainstream, that’s just a bonus). We’re on a mission to help every legal firm profoundly improve their client experience. We want to help every client have a 5 star experience with their attorney. Because every customer is important to us, and so every client matters.  

Job Summary: 

We are looking for high-energy customer success managers to be our customer’s champion post implementation. The CSM is frontline in engaging and interacting with our customers, helping them to understand our value proposition and driving continued adoption of our product. And while Case Status’ product adoption is at a staggering 80% on the client end, we’re rapidly developing and deploying new features, updates, advanced analytics, certification programs, real-time translation engines and it all amounts to the same thing - we’re in need of great CSMs.  

This is not a quota-based role, as we prefer you fully focused on building great and lasting relationships with your customers. This is a collaborative role, because our Implementation Managers, Support Managers and Account Managers partner closely to conquer customer roadblocks. This is an influential role, because our Product Team is always hungry (oftentimes hangry) for intimate customer feedback. This is an opportunistic growth role, because we are a first-to-market startup smashing down old walls faster than we can build new ones and we want you to dictate and truly own your opportunity for success.  

Have you ever felt you were different in your approach to customer success but still wanted to be part of a team of like-minded, fun-loving and aspiring individuals? We think that’s rad. Join us.  

Responsibilities:

• Regularly (and proactively) connect with customers on scheduled intervals to check-in, engage, assess use of product, solicit feedback, and identify issues for proactive troubleshooting
• Collaborate on the creation and shepherding of success plans that conflate progress towards our company goals along with balancing customer’s expectations and needs
• Partner with our awesome Implementation Managers to ensure successful and seamless transition and hand-off of the customer’s journey and their goals
• Research into the customer using our proprietary tools, including custom scorecard algorithms and advanced analytics dashboards to better understand ROI, adoption, usage and assimilation of the data into strong value propositions
• Provide strategic coaching to customers post-implementation, so they are empowered to be successful for their clients
• Understand the customer ecosystem over time, and identify opportunities for growth and expansion – passing product upsell knowledge and opportunities to the customer account manager
• Serve as the customer liaison for internal teams, cascading feedback around customer sentiment and health scores so we can constantly improve the customer experience
• Maintain consistent usage of our internal tools to run our business effectively (CRM, data tools, project management tools, etc.)
• Travel as warranted for customer on-site meetings though this can be flexible if necessary

Qualifications: 

• 5+ years experience working as a CSM for a high growth SaaS company or 8+ years in customer-focused roles with direct customer engagement
• Ability to analyze customer challenges and present prescriptive solutions for achieving successful outcomes
• Outstanding verbal and written communication skills, with demonstrated professionalism and polish in-person and over Zoom meetings
• Self-motivated and proactive mindset, with a desire to learn and a capacity to lead by example
• Strong organizational skills, including ability to follow through, complete tasks, drive customer outcomes and motivate others to do the same
• Autonomous and independent mindset - you’re part of a team but you get things done with no oversight
• Desire to achieve and exceed metrics associated with the role (improved customer retention, adoption, NPS, and engagement and buy-in from decision makers and key users)
• A passion for providing an exceptional customer experience - at the end of the day, this is what matters most to us

Where:

Case Status is based in Park Circle in North Charleston, SC. The candidate must be local and on-site to start. A hybrid work schedule can be arranged after a designated period of employment.

Benefits:

We firmly believe that investing in our employees’ well-being and empowering them through a competitive total rewards philosophy is the only way to go.  

Some of our perks include:

• Unlimited PTO (with manager approval and after a short period of employment)
• Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
• Matching 401(k) contribution program after 3 months of employment
• Ownership in Case Status through its stock option plan
• Quarterly recharge days, extended holiday PTO, and more

Compensation Range:

The salary for this position is between $75K - $85K/year based on experience. Multiple openings are available as of time of job posting.

Learn More About Case Status:

YouTube | Case Status -- https://www.youtube.com/@case_status

Why Use Case Status? -- https://www.youtube.com/watch?v=QLz_WHhVJ94

Working at Case Status -- https://www.youtube.com/watch?v=kkYhnAwEB_U

Case Status is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service or any non-merit factor.