The Customer Success Manager is responsible for building relationships with clients, driving retention and renewal, and identifying revenue growth opportunities through strategic engagement and analysis.
Company Overview
Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over a million business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.
The Role
As a Customer Success Manager (CSM) reporting to the Manager, Customer Success, you'll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You'll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You'll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience.
As a key contributor to our Customer Success team you will be responsible for:
- Own and build strong, strategic relationships with a dedicated portfolio of customers
- Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals
- Identify and capitalize on opportunities for revenue growth
- Develop innovative strategies to increase customer engagement and product adoption
- Collaborate with internal teams to ensure seamless onboarding and ongoing training
- Serve as the primary point of contact for customer escalations, ensuring swift resolution
- Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations
- Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns
- Monitor customer health, proactively identifying and mitigating risks
A successful candidate will have:
- Proven success in a B2B SaaS environment, with 2+ years of experience thriving in a commercially-focused Customer Success role
- A natural relationship-builder, skilled at fostering strong connections and trust with clients
- Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion
- Proactive approach to assessing growth opportunities and experience driving deals through to close
- Empathetic and customer-centric, with a passion for understanding and exceeding client expectations
- Excellent communicator, adept at simplifying complex issues and conveying information clearly.
- Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively
- Familiarity with the legal tech space and entity and/or equity management solutions
- Travel expected based on book of business and internal/external company events
Nice to have:
- An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level
- Experience working at a law firm or with an in-house legal team
- Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business
Location
We have embraced a distributed model of working to reach the best talent in the world. While some roles may require proximity to our Toronto, Calgary and Vancouver offices, roles based outside our office locations can be remote in Canada and the US. Please only apply if you are able to live and work full-time in the US and Canada. #LI-Remote
Our Culture
Our company thrives in a fast-paced startup environment where every team member plays a critical role in driving success.
Outcome Driven: We focus on setting ambitious goals and achieving measurable results.
Wide Responsibility: Our team is empowered to take ownership from problem identification to implementation.
Learning Mindset: We embrace curiosity and reject the status quo.
Strategic Speed: We make fast, effective decisions and embrace a bias for action.
Benefits at Athennian
We’re a remote-first company built on trust, autonomy, and accountability.
Work-Life Balance: Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown.
Comprehensive Coverage: Health, dental, and vision, long-term disability, and a Health Spending Account (HSA).
Family Support: Flexible parental leave benefits, including top-ups.
Remote Setup: A dedicated work-from-home allowance to get you set up for success.
Top Skills
B2B Saas
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