Account Manager III -CPT

About the Role

• You’ll manage a portfolio of moderately complex legal accounts, from advocates’ chambers to law firms. You’ll own the post-sale relationship across adoption, renewal, retention and expansion, working alongside a dedicated new-business team. They win the customer; you guide the relationship from handover to long-term growth. This is a commercial role with a customer-success mindset, not a support desk.

Responsibilities

• Renewals and retention: Manage your renewal portfolio end to end. Forecast accurately, start renewal conversations early and protect gross revenue retention.
• Expansion: Identify and close upsell and cross-sell opportunities, including additional users, AI capabilities, content and practice-area modules.
• Adoption and customer health: Track usage and engagement, lead onboarding and reinforcement sessions, and act early when an account shows signs of churn risk.
• Customer relationships: Build trust with decision-makers, champions and everyday users. Understand who influences buying decisions and what matters to them.
• Commercial conversations: Lead account reviews and renewal negotiations within your pricing authority, escalating when needed.
• Handovers: Take structured handovers from the new-business team and help turn first-year customers into long-term customers.
• Customer feedback: Capture feedback, resolve escalations and share product insights with the business.
• CRM discipline: Keep Salesforce accurate, with clear opportunities, credible close dates and honest forecasts.
• Peer support: Share effective practices and help onboard and coach newer team members.

What success looks like

• You’ll deliver strong gross and net revenue retention across your portfolio, close renewals on time, generate measurable expansion revenue, increase adoption and provide forecasts your manager can rely on.

Requirements

• At least 3 years’ experience in account management, customer success or renewals, ideally in SaaS, subscription or information services.
• A record of retaining and growing recurring revenue.
• Confidence leading value-based conversations with senior, time-poor professionals.
• The ability to handle resistance, indifference and customer frustration while maintaining relationships.
• Strong questioning skills to uncover business needs, not just respond to requests.
• Commercial judgment and sound negotiation fundamentals.
• Experience with Salesforce or a similar CRM, and disciplined pipeline habits.
• Legal market experience is an advantage, but not required. Curiosity about how lawyers work is essential.