Client Success Manager

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.

Role Purpose 

The Client Success Manager (CSM) is accountable for ensuring customers achieve meaningful business outcomes through successful adoption, value realization, and proactive risk management. Acting as a trusted partner, the CSM drives clarity, alignment, and accountability across the customer lifecycle to support retention, renewal, and long-term growth. 

CSMs operate across different engagement models depending on customer tier, product complexity, and risk profile, while maintaining consistent ownership of outcomes and client health. 

Core Responsibilities  

Outcome Ownership & Value Realization 

• Translate customer goals and challenges into clearly defined success outcomes 

• Develop and maintain structured plans that align outcomes, actions, owners, and timelines 

• Track progress and ensure closure of root causes impacting client success 

Adoption & Enablement 

• Drive adoption and effective use of assigned Aderant solutions 

• Guide customers on best practices, workflows, and operationalization 

• Support time-to-value through structured planning and ongoing engagement 

Proactive Risk Management 

• Monitor client health indicators (usage, adoption progress, CSAT, engagement signals) 

• Identify and address risk early in partnership with Support, Product, Professional Services, and Sales 

• Initiate structured recovery plans when outcomes or relationships are at risk 

Cross-Functional Coordination 

• Serve as the central point of coordination across internal teams to ensure success 

• Set and manage expectations with customers and internal stakeholders 

• Escalate appropriately and participate in executive-level discussions when needed 

Communication & Client Advocacy 

• Maintain clear, consistent communication with customers regarding progress, risks, and next steps 

• Represent the voice of the customer internally 

• Document insights, lessons learned, and systemic issues 

Retention & Growth Enablement 

• Support renewal readiness through demonstrated value and outcome achievement 

• Identify expansion or optimization opportunities in partnership with Sales and Services 

• Contribute to customer advocacy where appropriate 

Qualifications 

• 3–7+ years of experience in Customer/Client Success, Professional Services, Implementation, Support, Consulting, or related client-facing roles in a B2B SaaS or technology-enabled services environment 

• Demonstrated ability to own customer outcomes, including driving adoption, value realization, risk mitigation, or recovery through structured plans 

• Strong capability translating complex products and technical concepts into clear business outcomes for customers 

• Proven experience coordinating across cross-functional teams (Support, Product, Professional Services, Sales) to resolve issues and achieve results 

• Ability to manage multiple customer relationships with strong prioritization, organization, and follow-through 

• High emotional intelligence with the ability to build trusted advisor relationships, including in high-pressure or escalated situations 

• Comfort using data, usage insights, and health indicators to identify risk, demonstrate value, and guide customer conversations 

• Disciplined communicator with strong written, verbal, and documentation skills 

• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Totango, or similar) preferred