Supports a portfolio of Law.com and related legal information product customers. Responsibilities include onboarding, product training, adoption and engagement initiatives, customer communication, activity monitoring, issue escalation, renewal support, feedback collection, and collaboration with Product, Sales, Editorial, Marketing, and Customer Care teams. The role focuses on customer satisfaction, retention, product knowledge, and developing consultative customer success skills.
Position Summary
Centellic is seeking a Customer Success Manager to join our New York-based Customer Success team. This customer-facing role supports a portfolio of customer accounts and helps legal professionals maximize the value of Centellic's legal intelligence and information solutions.
The CSM will work closely with customers across the historic ALM portfolio, including Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault. The ideal candidate is customer-focused, eager to learn, and passionate about helping customers achieve their business objectives through effective product adoption and engagement.
This role provides an excellent opportunity to build expertise in customer success, legal information products, and relationship management while supporting retention, customer satisfaction, and long-term account success.
Centellic is seeking a Customer Success Manager to join our New York-based Customer Success team. This customer-facing role supports a portfolio of customer accounts and helps legal professionals maximize the value of Centellic's legal intelligence and information solutions.
The CSM will work closely with customers across the historic ALM portfolio, including Law.com, Law.com International, Law.com Compass, VerdictSearch, Law.com Radar, Law.com Scholar, and NewsVault. The ideal candidate is customer-focused, eager to learn, and passionate about helping customers achieve their business objectives through effective product adoption and engagement.
This role provides an excellent opportunity to build expertise in customer success, legal information products, and relationship management while supporting retention, customer satisfaction, and long-term account success.
Key Responsibilities
Customer Success & Relationship Management
- Support the management of a portfolio of customer accounts across the Law.com product portfolio.
- Build relationships with customer stakeholders and serve as a reliable day-to-day contact.
- Assist customers with onboarding activities and product adoption initiatives.
- Help customers identify ways to incorporate products into their workflows and business processes.
- Proactively engage customers to ensure a positive customer experience.
Product Adoption & User Engagement
- Promote usage and adoption of:
- Law.com
- Law.com International
- Law.com Compass
- VerdictSearch
- Law.com Radar
- Law.com Scholar
- NewsVault
- Deliver introductory product training sessions and support webinars.
- Monitor user engagement and follow up with customers to encourage adoption.
- Share product updates, new features, and best practices with customers.
- Assist in creating customer communications and educational materials.
Account Support & Customer Retention
- Monitor customer activity and engagement levels.
- Escalate customer concerns and potential renewal risks to senior team members.
- Maintain accurate customer records and activity notes in company systems.
- Collaborate with Customer Care, Product, and Sales teams to resolve customer issues quickly.
- Support renewal efforts by helping ensure customers realize value from their subscriptions.
Customer Feedback & Advocacy
- Gather customer feedback regarding product functionality, content, and user experience.
- Share customer insights with Product, Editorial, Marketing, and Sales teams.
- Participate in customer surveys, feedback initiatives, and advocacy programs.
- Help identify common customer questions and contribute to knowledge-sharing efforts.
Team Collaboration & Professional Development
- Collaborate closely with Customer Success Managers, Account Executives, and Customer Care teams.
- Participate in training and development programs to build product and industry knowledge.
- Contribute ideas for improving customer engagement and onboarding processes.
- Learn customer success best practices and develop consultative customer management skills.
Skills Knowledge and Expertise
Required Experience
- 1-3 years of experience in Customer Success, Customer Support, Account Management, Client Services, Sales Support, Hospitality, or a related customer-facing role.
- Excellent written and verbal communication skills.
- Strong organizational and time-management abilities.
- Comfortable learning new technologies and software platforms.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer-focused mindset with a desire to help clients succeed.
Preferred Experience
- Familiarity with SaaS, subscription-based products, or information services.
- Experience using CRM or customer success platforms (such as ChurnZero, Gainsight, or Plan Hat)
- Interest in legal, professional services, research, media, or information products.
- Experience delivering presentations, training, or customer support.
Key Performance Indicators
Success in this role will be measured through:
- Customer engagement activity
- Product adoption and utilization
- Completion of onboarding milestones
- Timely follow-up on customer requests and issues
- Customer satisfaction feedback
- Accuracy of customer records and account activity
- Contribution to retention and renewal support efforts
- Professional development and product knowledge growth
What Success Looks Like
The successful Customer Success Manager is viewed by customers as a helpful, responsive, and knowledgeable resource. Through proactive communication, strong product knowledge, and a commitment to customer success, they help customers realize value from Centellic's legal information and intelligence solutions while developing the skills necessary to grow into a senior customer success role.
About Centellic
Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?
At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Benefits
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
- 15 vacation days, 12 company holidays, three personal days, one day to volunteer at the organization of your choice, plus a day off for your birthday each year
- Choice of three Cigna health insurance plans, two dental plans, and vision coverage.
- Health Savings Accounts (HSA) and Flex Spending Accounts (FSA)
- Comprehensive wellness program
- Employer paid life insurance
- Employer paid short-term and long-term disability insurance
- Accident and critical illness insurance
- 401K and Roth retirement savings plans with employer matching
- Employee Referral Awards
- Tuition reimbursement after 1 year of service
- Commuter Benefits
The company is committed to accommodating people with disabilities. If you require any reasonable accommodations to be made, please let us know as part of our application page. If you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability, please contact Margo DeAngelo at 646-530-5941.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
About
Please visit our website for more information.
Law Business Research New York, New York, USA Office
Suite 610, 370 Lexington Avenue, New York, 10017, New York, United States, 10017
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Partners with Sales to lead technical discovery, solution design, demonstrations, proof-of-value engagements, and customer validations for cybersecurity, identity, access, asset visibility, exposure management, and risk solutions. Advises technical and executive stakeholders, creates customer-facing documentation, delivers training, supports marketing events, and collaborates cross-functionally to advance enterprise sales cycles and customer outcomes. Travel is typically 25–50%.
Top Skills:
ArmisDnsEnterprise NetworkingFirewallsIamIgaLinuxNatNetflowNetwork SegmentationNetwork TelemetryPacket Capture BrokersPort MirroringPythonRoutingServicenowSpan PortsSubnettingSwitchingTapsVezaVlans
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Partners with Sales to lead technical discovery, solution design, demonstrations, proof-of-value and proof-of-concept engagements for enterprise cybersecurity, identity, access, asset visibility, exposure management, and risk solutions. Advises technical and executive stakeholders, translates capabilities into business outcomes, supports evaluations and deal progression, develops technical documentation, leads training, and collaborates cross-functionally. Travel is typically 25–50%.
Top Skills:
ArmisDnsFirewallsIamIgaIomtIotLinuxNatNetflowNetwork SegmentationOtPacket Capture BrokersPort MirroringPythonRoutingSaaSServicenowSpan PortsSubnettingSwitchingTapsVezaVlans
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Partners with Sales to guide enterprise cybersecurity evaluations through technical discovery, solution design, demonstrations, proof-of-value engagements, and customer validation. Advises security, identity, infrastructure, IT, risk, and executive stakeholders; explains integrations with network environments; develops technical documentation; leads training; and supports events. The role requires strong cybersecurity, identity, enterprise networking, presentation, and executive communication skills, with 25–50% travel.
Top Skills:
ArmisDnsEnterprise NetworkingFirewallsIamIgaLinuxNatNetflowNetwork SegmentationNetwork TelemetryPacket Capture BrokersPort MirroringPythonRoutingServicenowSpan PortsSubnettingSwitchingTapsVezaVlans
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
