Customer Success Manager

We are Darrow – a fast-growing, mission driven LegalTech startup born with a key mission: to uncover legal wrongdoing and secure justice for impacted parties. Founded in 2020 in Tel Aviv, Israel, Darrow is looking to revolutionize the justice system. Our team of world-class legal experts and technologists have built an intelligence platform, uncovering egregious violations across legal domains, such as privacy and data breach, consumer protection, securities and financial fraud, environment and employment.

We are looking for a talented and passionate manager to develop our Customer Success function. You are someone who wants to put your best ideas to work. And you want your work to have meaning.

Customer Success Manager

As our first Customer Success Manager at Darrow, you will play a pivotal role in building strong, long-term relationships with legal professionals and organizations while helping us grow the company and promote justice as we scale our operations. This is a unique opportunity for an experienced individual to help shape our client success function, drive client engagement, and ensure that our clients extract maximum value from Darrow’s products and services.

Requirements:

• 3+ years of experience in customer success, account management, or client services, ideally in a B2B Services, SaaS or legal technology company.
• Experience working with legal professionals or within the legal technology space and familiarity with the unique challenges of law firms or legal departments is a strong advantage.
• Experience with Salesforce CRM and various customer success tools such as Zendesk, HubSpot, MixPanel and Gainsight for managing customer interactions, health scoring, and process automation.
• Demonstrated ability to adapt to new software platforms quickly.
• Passionate about delivering excellent client experiences, helping clients succeed, and advocating for their needs internally.
• Excellent interpersonal and communication skills, with a proven ability to build relationships, influence decision-makers, and handle challenging conversations with professionalism.
• Strong problem-solving skills with a proactive approach to resolving client challenges and driving continuous improvement.
• Ability to work independently, taking ownership of your role as the first Customer Success Manager and laying the groundwork for future team growth.
• Demonstrated ability to thrive in a fast-paced, evolving environment while quickly responding to changing needs.

Benefits:

• Medical, Dental & Vision insurance for you and your dependents.
• $150 weekly Grubhub credit for lunches.
• Unlimited paid time off policy.
• Hybrid work model - onsite 3 days/week.
• Eligibility to participate in a bonus / incentive plan.
• Stock option plan to give our employees a direct stake in Darrow’s success.

Responsibilities:

• Building Client Success Infrastructure: Develop processes, documentation, and tools for the client success function, including onboarding guides, training materials, and account health scorecards. As the first hire, you will help establish the foundation for scaling customer success at the company.
• Client Onboarding & Training: Own the client onboarding process, ensuring that new clients are effectively set up on Darrow’s platform and receive comprehensive training on its features and benefits.
• Client Feedback & Advocacy: Act as the voice of the client by gathering feedback and insights, communicating client needs to internal teams, and advocating for product enhancements that improve the user experience.
• Solution Adoption & Usage: Drive solution adoption and usage by monitoring client engagement and providing tailored recommendations to ensure clients fully utilize Darrow’s platform and services.
• Client Relationship Management: Develop and nurture long-term relationships with key stakeholders at law firms, acting as the main point of contact for their needs and questions.
• Renewals & Upselling: Identify opportunities for contract renewals, cross-sell additional services or features, and support account growth by helping clients achieve success with Darrow’s platform and services.
• Client Support Coordination: Collaborate with the Legal Consulting team to ensure client issues are resolved quickly and efficiently, providing a seamless and positive client experience.
• Success Metrics & Reporting: Track client success metrics (such as product usage, satisfaction scores, and retention rates), analyze trends, and provide regular reporting to senior management on client health and success strategies.