Legal Leads Manager, Customer Success
Job Summary
Job Description
Martindale-Nolo, a division of Internet Brands, is seeking a Manager of Customer Success in Pleasanton, CA, to lead an Account Management team and contribute to the overall customer success strategy. The role involves developing client services, support functions, processes, and measurements to drive upsells and retain clients. The ideal candidate will manage a team of 8-12 Account Managers, focusing on achieving upsell and churn reduction quotas, driving revenue growth, and aligning legal leads marketing services with law firm needs. Experience in managing and driving change within an Account Management or Customer Success organization is highly valued. The position operates on a hybrid schedule, requiring a minimum of three days in the office.
Must have:
- Minimum 2 years of sales/account management experience
- Proven track record in revenue retention and growth
- Outstanding leadership capabilities
- Strong analytical skills for data-driven decisions
- Exceptional written and oral communication skills
- Excellent time management and organizational skills
- Experience in driving change in account/customer success
Good to have:
- 3+ years managing Account Managers or Customer Success Managers
8 skills required
Job Details
Legal Leads Customer Success Manager - Pleasanton, CA
Pleasanton-based, Martindale-Nolo, a division of Internet Brands, seeks a Manager of Customer Success to lead an Account Management team and be a pivotal contributor to the overall customer success strategy. As the Manager of Customer Success, you will be responsible for leading an Account Management team to develop our client services and support functions, processes, and measurements to help drive upsells and retain clients. Our team currently operates on a hybrid in-office schedule (minimum of 3 days in office).
Role Overview:
Role Overview:
As the Manager of Customer Success, you will lead a team of 8-12 Account Managers responsible for consistently achieving upsell and churn reduction quotas. Your primary focus will be driving revenue growth and client retention by aligning our legal leads marketing services with the needs of law firms. We are at an exciting juncture of change, and your experience in managing and driving change within an Account Management or Customer Success organization will be vital to our success.
Key Responsibilities:
Key Responsibilities:
- Team Leadership: Manage, coach, and develop a team of Account Managers, ensuring they are equipped to meet and exceed monthly retention and upsell targets.
- Performance Management: Analyze key business metrics to maximize performance, create tactical solutions, and assist in their execution to achieve consistent and measurable results.
- Employee Development: Foster a culture of continuous improvement through routine goal setting, mentorship, and hands-on coaching, focusing on enhancing the skills of both new and experienced Account Managers.
- Client Relationship Management: Resolve complex client management situations with professionalism and poise, ensuring timely and effective solutions.
- Collaboration: Drive business advancements within the Customer Success Organization and across Martindale-Nolo through creative collaboration, always with a focus on customer-centric outcomes.
Qualifications:
- Sales or Account Management Experience: Minimum of two years of sales or account management experience with a proven track record as a top producer in driving and retaining revenue.
- Leadership Skills: Outstanding leadership capabilities that inspire and empower your team to excel. 3+ years of managing Account Managers or Customer Success Managers is strongly preferred.
- Analytical Aptitude: Strong analytical skills with the ability to leverage data in innovative ways to drive business decisions.
- Communication Skills: Exceptional written and oral communication skills to effectively collaborate with your team of AMs, peers and senior management.
- Organizational Skills: Excellent time management and organizational capabilities, with the ability to perform under pressure amidst changing business dynamics.
- Change Management: Experience in driving change within an account management or customer success management organization, especially in B2B services.
At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the rate for this position to be $60k + variable and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.
About Martindale-Nolo:
With over 15 million visitors a month, Pleasanton-based Martindale-Nolo Legal Marketing Network is the most significant legal network online. Consumers visit our sites to get free and trusted legal information verified by our staff of editors. Our SEO experts make sure that we rank in the top position with search engines for a variety of keywords related to practice areas and topics we know consumers are searching for. Of the 15 million visitors, over 400,000 requests legal help, and we deliver these inquiries to our clients — qualified attorneys ready to help. Check out our website to learn more:https://www.martindale.com/marketyourfirm/lead-generation.
About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.
Internet Brands and its wholly-owned affiliates are equal opportunity employers.
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra
About Martindale-Nolo:
With over 15 million visitors a month, Pleasanton-based Martindale-Nolo Legal Marketing Network is the most significant legal network online. Consumers visit our sites to get free and trusted legal information verified by our staff of editors. Our SEO experts make sure that we rank in the top position with search engines for a variety of keywords related to practice areas and topics we know consumers are searching for. Of the 15 million visitors, over 400,000 requests legal help, and we deliver these inquiries to our clients — qualified attorneys ready to help. Check out our website to learn more:https://www.martindale.com/marketyourfirm/lead-generation.
About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.
Internet Brands and its wholly-owned affiliates are equal opportunity employers.
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra
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