Customer Success Manager

| Greater NYC Area | Remote
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The Bodhala Customer Success team is expanding. Bodhala is looking for a Customer Success Manager (CSM) to join our fast-growing team and delight our growing roster of clients. The person coming into this role will be responsible for managing client relationships and supporting the business through client engagement, client management, and lifting up key data insights to deliver value and delight clients.

Reporting to the SVP and Head of Customer Success and working closely with the rest of the CS team, the CSM will play a critical role in supporting the delivery of efforts that support the broader CS and business goals. This is an exciting opportunity to be part of building something from the ground up and put your own mark on the company.

What You'll Do
  • Take ownership of new and existing client relationships as the account manager for multiple clients, with goals that include: ensuring renewals and maintaining existing ARR, developing champions, obtaining feedback and delivering it to our product and technical teams, promoting usage and engagement with the Bodhala platform, and identifying and helping close upsell opportunities
  • Take responsibility for developing, streamlining and documenting the team's process for onboarding new clients and managing current clients, with the target of improving the efficiency of this process.
  • Reviewing client data on the Bodhala platform and prepare reports and insights to deliver value to clients
  • Learn and maintain in-depth knowledge of the Bodhala platform, industry trends, and competition
  • Initiating client conversations, obtain feedback and set the stage to close upsells at client accounts
  • Developing templates for insights reporting and training materials for clients
  • Maintaining files on client usage and set-up, track, and update client status reports
Qualifications
  • Minimum of 2 years experience in customer success, account management, consulting, Software as a Service (SaaS) or related software product experience in a client-facing role
  • Legal operations, corporate legal or legal industry experience is highly valued
  • Experience working with data and understanding of data analytics and data-backed insights as a client solution
  • Comfort with technical data issues and terminology and ability to understand software product development workflows and platforms -- technology solutions or software experience preferred.
  • Experience with customer experience, customer success and/or project management / operations teams
  • Strong analytical skills, ability to independently conduct and compile research
  • Advanced computer skills, including Microsoft Office and Excel
  • Highly organized, details oriented, highly accurate and able to manage multiple priorities. Thorough in all tasks
  • Communication Skills: Outstanding written and verbal skills. Able to explain complex data in a simple and easily understandable way. Comfort in interacting with and presenting to senior leaders in the organization

About Bodhala

Bodhala is a legal spend management platform founded to provide in-house counsel and their legal operations teams with spend optimization solutions and real-time market intelligence. Bodhala’s platform applies data science, machine-learning, and AI to help companies find the right lawyer, at the right firm, for the right price. Founded by attorneys, the company serves customers across the Fortune 500 and critical services economy industries. Bodhala was recently named One to Watch in Legal Technology by the Financial Times and Legal Tech Innovation of 2020 by Legal Tech Breakthrough Awards. 

Headquartered in New York City, Bodhala tripled its headcount last year and is positioned for continued fast-paced growth, with locations across the United States and in Europe.

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Bodhala is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Twitter BootstrapLibraries
    • Material DesignLibraries
    • AngularFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotLead Gen

Location

Located in the heart of FiDi, we have easy access to all trains that run through Fulton Station. Great parks for strolls & coffee shops for refueling.

An Insider's view of Bodhala

How does your team reward individual success?

We celebrate successes - big and small - through public recognition, expanded responsibilities, compensation and promotions.

We are small enough to celebrate every win. That is a pillar to our culture that will remain, as we continue to rapidly grow.

Mike

Head Of Sales

What's the biggest problem your team is solving?

We are developing a technology platform that is addressing one of the largest untapped markets out there. The way the legal industry works is broken, and we are enabling data-driven decision making by bringing together best-in-class technology with a team of people who are the best at what they do.

Sean

Director Of Product

What does career growth look like on your team?

Given we are such a small team with no shortage of work, people are brought in to accomplish their core function, but there is opportunity to take on so much more.

When we think about hiring, we look at where our existing team's interests and skills are, then hire to complement that. We want people to be constantly stretching and growing!

Carrie

Chief Of Staff

What unique initiatives do you have that encourage innovation?

We have such a tremendous opportunity ahead of us and such a strong team. We look to our talented and diverse team to come to the best conclusion. Sometimes we do "moonshot" exercises at company retreats and other times we throw around ideas at the water cooler.

Innovation runs through our company at every level.

Raj

CEO

How would you describe the company’s work-life balance?

Being part of a startup means you have to put in hours to make the company successful. That being said, there's never been an issue with taking the time you need off for personal reasons, as long as the work is getting done. Nobody wants to get burnt out from work, so we're encouraged to take time to recharge and come back refreshed.

Sara

Sales Development Rep

What are Bodhala Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Bodhala provides employees with a 401(k) matching plan. We match 4% of contributions up to 5% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks
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