Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.
At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.
Our people are our strength.
Job Title: Client Success Manager (Product-Focused)
Role Overview
The Client Success Manager (CSM) is responsible for driving successful adoption and sustained value realization for a defined Aderant product family across the client base. This role is primarily operational, focused on ensuring clients effectively adopt, utilize, and operationalize Aderant’s SaaS solutions through structured 90-day adoption plans and ongoing solution expertise. The CSM serves as a trusted product advisor, proactively guiding clients to achieve outcomes that support retention and net revenue retention (NRR), while partnering cross-functionally to deliver a consistent, high-quality client experience.
Key Responsibilities
- Adoption-Led Client Engagement
Own and execute structured 90-day adoption plans that define clear objectives, milestones, and success criteria aligned to client workflows and business needs. Drive accountability for adoption outcomes and ensure clients achieve time-to-value. - Product & Solution Expertise
Act as the primary post-implementation product expert for assigned clients, providing ongoing guidance on configuration, best practices, and use cases. Serve as a long-term solution partner after adoption plans conclude. - Tiered Portfolio Management
Manage a tiered book of business with direct, high-touch engagement for the top ~100 clients, while leveraging digital and AI-driven engagement models (scaled enablement, automated insights, proactive outreach) for the broader client base. - Value Demonstration & Outcome Tracking
Demonstrate realized value through usage trends, utilization ratios, efficiency indicators, and qualitative outcomes. Translate product adoption into clear client-facing narratives that reinforce renewal and expansion readiness. - Proactive Risk Identification
Monitor key indicators such as CSAT, adoption progress, usage patterns, and engagement signals to identify risk early. Partner with Support, Professional Services, and internal teams to address issues before they escalate. - Retention & NRR Enablement
Support retention and NRR goals by ensuring adoption success and value realization. - Build relationships with client operational teams
Get to know and build trusting business relationships with the operational teams within each client. This could include end-users as well as system admins. - Feedback & Continuous Improvement
Contribute product and client insights into Voice of Customer (VoC) and internal feedback loops to inform roadmap priorities, enablement improvements, and experience enhancements.
Required Qualifications
- 3–7 years in Customer Success, Implementation, Support, or Product Consulting roles (B2B SaaS preferred)
- Strong technical aptitude and ability to translate complex software into practical client outcomes
- Experience driving adoption through structured plans or methodologies
- Comfort working with usage data, operational metrics, and client health indicators
- Proven ability to manage complex client relationships in a tiered or scaled CS model
