Customer Success Manager

Job Title: Customer Success Manager

Reports to: Director of Customer Success

Organization: Customer Success 

We’re looking for a high-energy Customer Success Manager (CSM) to be the champion of our Enterprise Customers post-implementation. As the frontline partner, you’ll engage deeply with customers, help them realize the full value of our platform, and drive long-term adoption and success.

At Case Status, we’re proud that 80% of our clients’ end users adopt our product—and we’re not slowing down. With new features, advanced analytics, certification programs, and real-time translation engines rolling out rapidly, we need a CSM who thrives on making customers successful in a fast-moving SaaS environment.

This is not a quota-carrying role. Instead, you’ll be focused on building lasting relationships, enabling adoption, and serving as a trusted advisor. You’ll collaborate with cross-functional teammates—including Implementation, Support, Account Management, and Product—so that customers’ voices are heard, roadblocks are removed, and their outcomes are maximized.

If you’ve ever felt like your approach to customer success sets you apart and want to join a team of like-minded, fun-loving, ambitious professionals, let’s talk!

Responsibilities:

• Proactively connect with customers on a regular cadence to drive engagement, assess product use, gather feedback, and identify opportunities for improvement.
• Develop and manage success plans that align customer goals with company objectives, ensuring measurable outcomes.
• Partner with Implementation Managers to deliver a seamless handoff from onboarding to long-term success.
• Leverage proprietary tools, scorecards, and analytics dashboards to track ROI, usage, and adoption, translating data into compelling value propositions.
• Provide strategic coaching so customers can confidently use Case Status to deliver exceptional experiences to their own clients.
• Monitor customer health and sentiment, serving as their advocate within Case Status and sharing insights with internal teams.
• Identify opportunities for expansion, passing upsell opportunities to Account Managers while staying focused on customer adoption and retention.
• Ensure consistent use of internal systems (CRM, project management, analytics tools, etc.) to maintain operational excellence.
• Travel as needed for on-site customer meetings (flexible and reasonable expectations).

Qualifications: 

• 5+ years as a Customer Success Manager at a high-growth SaaS company, or 8+ years in customer-facing roles with direct client engagement.
• Strong analytical skills with the ability to diagnose customer challenges and recommend prescriptive solutions.
• Exceptional communication skills (written, verbal, and virtual), with a polished and professional presence.
• A self-starter mindset—motivated, proactive, and able to work independently while collaborating as part of a team.
• Excellent organizational skills with proven ability to follow through, prioritize, and drive customer outcomes.
• A track record of improving customer retention, adoption, engagement, and satisfaction (NPS).
• A genuine passion for creating exceptional customer experiences.

Location: 

This role is required to be onsite at our office in Daniel Island, South Carolina. Candidates located outside of the Charleston area need not apply. 

Why Case Status:
We’re one of the fastest-growing, venture-backed tech startups based out of beautiful Charleston, SC., most recently ranking #50 on the Inc. 5000 list of fastest growing software companies.  With a total market opportunity of almost $5B, we’ve been making big waves in the legal industry by enabling our customers to provide their clients real-time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more.  We are completely transforming how law firms interact with their clients through a combination of cutting-edge software, AI technology, innovative solutions and a bunch of really “rad” people.

What do we mean by “rad”?  You must not be from the 80s!  Here’s what it means to be RAD at Case Status:

Radically Disruptive - We make a point to go above and beyond in everything we do. Through creativity, diligence and clear expectations, we proactively challenge the status quo, embrace failure, and adapt when necessary for the greater good of the mission.

Actively Curious - Making an impact on our customers and their clients’ matters deeply to us. We value humility and solve for others first. When we are faced with challenges, we desire to delight our customers at every chance. We are curious in our approach, humble in our execution, and confident in our vision.

Dedicated to our Team - Being fully committed means being dependable, taking responsibility for challenges, sharing accolades widely, and checking our egos at the door. We value a strong culture and contribute to its success by taking care of each other; growing professionally, and celebrating our accomplishments.

We’re not just on a mission to transform the legal industry (or bring the word “rad” back to the mainstream, that’s just a bonus).  We’re on a mission to help every legal firm profoundly improve their client experience.  We want to help every client have a 5 star experience with their attorney.  Because every customer is important to us, and so every client matters. 

Benefits:

We firmly believe that investing in our employees’ well-being and empowering them through a competitive total rewards philosophy is the only way to go.  

Some of our perks include:

• Unlimited Paid Time Off (with manager approval and after a short period of employment)
• Leading Medical, Dental and Vision Plans with HSA options and 24/7 EAP
• Monthly reimbursement allowance for health and wellness purchases
• Matching 401(k) contribution program after 3 months of employment
• Incentives for ownership in Case Status through its stock option plan (subject to board approval)
• Quarterly recharge days, 11 company-paid holidays, and more