Manager, Customer Success

About the role At Demandpro.ai, we're seeking a Manager of Customer Success to own the post-sale experience for our most important personal injury law firm customers and to lead a small team of Customer Success Managers. Our mission at Demandpro is to make demand letter creation faster, more accurate, and more profitable for personal injury firms with products that leverage AI. The CSM team provides exceptional experiences for our customer base while increasing usage of the platform and driving down churn.

We move fast:

develop and launch quality features, observe real firms using them on real cases, aggressively evolve and enhance. We're looking for a versatile A-player and player-coach who can meet with both managing partners and day-to-day users (paralegals, case managers, demand writers) — speaking to the ROI of the platform while troubleshooting issues and developing a high-performing CSM team behind you. Within this role, you'll have ample opportunity for career advancement and cross-functional partnership. The basics

Title:

Manager, Customer Success Reports to: Head of Customer Success /

VP of Customer Experience Team:

Player-coach — owns a strategic book of business and manages 1-3

CSMs Location:

Remote, U.S.-based (occasional travel for on-sites and team off-sites) What you will be doing Serve as the primary post-sales point of contact for a portfolio of Demandpro's highest-value personal injury firm customers. You'll be the quarterback for the customer at Demandpro for inquiries, issues, and escalations. Manage and develop a team of Customer Success Managers — hire, onboard, coach, and hold them accountable to retention, adoption, and customer-outcome targets. Utilize in-depth product and personal injury industry knowledge to drive and increase the adoption and utilization of Demandpro across firms — from demand writers and paralegals up to managing partners. Proactively engage with customers during the renewal process to secure renewals and drive customer retention; own the team's renewal forecast and deliver an accurate weekly call to leadership. Regularly conduct check-ins and business reviews to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage — translating product activity into firm-level metrics like demands sent, time-to-demand, and settlement velocity. Proactively anticipate and address potential challenges — operational, technical, or commercial — to ensure a seamless customer experience and protect renewal. Develop strong relationships with customers and become a trusted advisor to managing partners, COOs, and senior paralegal leadership at PI firms. Work cross-functionally to relay product feedback — partner with Product, Engineering, and Sales to translate customer signals into roadmap impact. Build the operating system of the CS function: playbooks, health scores, QBR templates, escalation paths, and the cadence the team runs every week. What you should have Experience and passion for increasing the value of the customer by increasing the breadth and/or depth of their usage of products. Working knowledge of AI technologies (e.g., LLMs, document understanding, automation platforms) with hands-on experience applying them in real-world customer contexts. Demonstrated ability to go above and beyond to maximize retention save % — you have specific stories about saving accounts that should have churned. Demonstrated experience and success in a customer success or account management role, including direct ownership of renewals and expansion. Experience managing or formally mentoring CSMs / AMs, or a clear track record as a team lead ready to step into management. Ability to confidently and effectively speak with customers of all levels — including managing partners, owners, COOs, and senior paralegals. Ability to provide strategic contributions through proven active involvement in shaping departmental strategies, playbooks, and operating cadences. Excellent problem-solving and analytical abilities to understand and address customer challenges effectively. Technically adept and able to grasp complex software concepts quickly — comfortable digging into product configuration, integrations, and data. What we hope you have A growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how personal injury firms will operate. 5+ years customer success, onboarding, or account management experience. 3+ years B2B software experience. Familiarity with the personal injury workflow — intake, treatment, records retrieval, demand drafting, negotiation, and settlement — or a track record of ramping quickly into a new vertical. 4-year degree required. Consistent over-achievement in past and current positions. Why you'll love working here Demandpro.ai is the best place to work to: Join the leaders in AI for personal injury law Unlock career-defining growth Build with world-class talent Make a real impact on personal injury firms — and the clients waiting to be made whole

Pay:

$120,000.00 - $150,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Remote