Leads the Americas customer success organization, overseeing strategic portfolios, retention, adoption, advocacy, and net revenue retention. Develops customer success teams, manages account health and churn risks, builds executive relationships, designs adoption programs, and coordinates with sales, support, product, and professional services. Uses analytics, customer health scoring, dashboards, and SaaS metrics to improve customer outcomes and business performance.

Manage a portfolio of strategic enterprise law firm customers, driving adoption, retention, loyalty, expansion, and net revenue retention. Serve as the central customer contact, conduct executive business reviews, develop success plans, monitor customer health, resolve blockers, and coordinate with sales, product, support, engineering, training, cloud services, and partners. Provide strategic guidance based on account intelligence and legal industry trends while identifying renewal risks and growth opportunities.

The Sr. Account Manager will manage a portfolio of mid-market law firms, focusing on revenue growth, client retention, and strategic partnerships using deep legal technology expertise.