Client success manager

Nexl is hiring a Client Success Manager to join our North American client success team: someone who can turn law firm business development expertise into real, hands-on guidance for lawyers as they adopt the platform. This is a senior, client-facing role built for someone who has law firm BD experience (as a BD Manager, Director, or Specialist) and knows first-hand how lawyers build relationships and grow business.

You’ll own onboarding, adoption, and renewal for your North American book of business, and you’ll carry real training responsibility: running client calls and live sessions that help lawyers not just use Nexl, but apply stronger BD practice through it. This is a subject-matter-expert role, not a content-design one: you bring the law-firm BD credibility and run the sessions, while a dedicated L&D function owns the broader training program and materials. You’ll work in an AI-first environment, using AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business. You’ll partner closely with law firm BD leaders, CMOs, and lawyers, as well as Nexl’s Support, Technical, Product, and Marketing teams.

Consulting experience is a strong plus, particularly if you’ve made the move from a senior law firm BD role into an advisory context. If you’ve been part of a law firm’s BD function and want to turn that experience into helping firms actually adopt and grow with technology, this role is for you.

• Manage a portfolio of North American law firm clients, acting as their primary point of contact post-sale.
• Lead structured onboarding experiences that drive early adoption and set clients up for long-term success.
• Run client calls and live training sessions with lawyers, translating the Nexl platform and BD best practice into guidance they can apply immediately. This is a core, ongoing part of the role.
• Conduct regular business reviews with key stakeholders, tracking progress, surfacing insights, and identifying growth opportunities.
• Monitor product usage, health scores, and engagement signals to proactively maintain client retention rates.
• Drive renewals and expansion revenue by demonstrating ongoing value and aligning Nexl’s roadmap to client priorities.
• Use AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business.
• Act as the voice of the customer internally, feeding insights to Product, Marketing, and Sales.

Must haves:

• Several years inside a law firm’s business development function (as a BD Manager, Director, or Specialist), with first-hand understanding of how lawyers build relationships and grow business.
• Comfortable operating at a senior level with law firm stakeholders, ideally from B2B SaaS Customer Success, Account Management, or a similar advisory background.
• Confident running live client calls and training sessions with lawyers, translating platform functionality and BD practice into practical, applied guidance.
• Comfortable using technology to support BD and growth initiatives, and can speak credibly to lawyers about how it fits their day-to-day.
• Strong commercial awareness: understands retention, expansion, and the metrics that matter.
• Actively uses AI tools to elevate the quality and speed of client-facing work and portfolio management.
• Demonstrates strong initiative and ownership, collaborating with others to navigate ambiguity, identify solutions, and move priorities forward.

Nice to haves:

• Consulting experience, particularly a move from a senior law firm BD role into an advisory or consulting context.
• Familiarity with CRM, relationship intelligence, or workflow automation platforms.
• Experience working remotely across a distributed North American team.
• Background in change management or digital transformation projects.

What Success Looks Like:

• Client portfolio health scores are strong and improving, with low churn and high NPS across your North American book.
• Lawyers you train visibly apply BD practice through Nexl, not just navigate the software.
• Onboarding experiences are consistently delivering measurable early adoption and time-to-value.
• Renewal and expansion rates are above target, driven by clearly demonstrated ROI.
• You help build a Client Success function at Nexl that is proactive, commercially accountable, and a genuine competitive advantage.

Remote-first. Work remotely by default, with the flexibility to build your week around what works best for you and your team.

High growth. A scaling environment with autonomy, ownership, and visible impact.

ESOP. Employee stock options so you share in the upside.

Work from anywhere. Spend up to four weeks a year working remotely from a location of your choice.

Birthday leave. Take a paid "NexlDay" during the week of your birthday.

Parental leave. Paid leave to support you and your family as it grows.

Transparent by default. Biweekly all-hands with strategy, metrics, wins, and learnings.

Tools & tech. Modern, AI-first ways of working to help you move faster and smarter, plus a work laptop.