Customer Success Manager

San Francisco

About ROSS Intelligence, Inc

ROSS Intelligence has been featured in the New York Times, the Wall Street Journal, Wired, The Economist, The Financial Times, Techcrunch, The New Scientist, the Globe and Mail and The Atlantic. In 2017, Forbes named ROSS’ founders as three of their 30 Under 30. ROSS was also recognized by Bloomberg for pioneering Artificial Intelligence in the legal industry and by CBInsights as one of the top 100 AI companies in the world (as the only legal technology company to make the list).

ROSS Intelligence’s mission is to democratize the law, starting in the United States where 80% of Americans that need access to a lawyer can’t afford one. Working with some of the top global clients such as: Dentons, Latham & Watkins, Simpson Thacher, etc, ROSS is developing Artificial Intelligence technology powered by deep neural networks that can read and answer questions about the law, enabling lawyers to enhance and scale their services to more people. Backed by Y-Combinator and other top VCs, ROSS just announced their Series A funding in excess of $13 Million from investors that include Comcast Ventures, iNovia Capital and Real Ventures. We are looking to aggressively hire talented, hungry Customer Success Managers (CSM’s) to take their career to the next level with this groundbreaking technology.

Who will love this job:

As a CSM you will work directly with the VP of Sales to continue scaling our customer success process, by implementing best-in-class practices and technical solutions and hiring and training your own team of customer success representatives.

- A communicator, who can naturally combine strategic phone and email outreach
- A storyteller, who believes in ROSS Intelligence’s products and is able to evangelize without sacrificing their authenticity
- A self-starter, who effortlessly creates process from ambiguity and strives to be ahead of the curve at all times
- A self-improver, who isn't afraid to optimize and iterate on existing processes
- A quantitative thinker, who can monitor and convey real world problems using numbers and metrics-focused thinking
- A student and a teacher, who hungers for coaching while also seizing every opportunity to coach
- A motivated competitor, fiercely driven to deliver value for every single account
- A change agent, passionate about changing the practice of law in every legal vertical
- A people person, who can effectively articulate ideas and gain trust quick

Role Description:

As a Customer Success Manager you will be a powerful advocate that solves problems and identifies opportunities on behalf of the customer and ROSS. The Customer Success Manager is focused on driving active usage and business transformation with our leading accounts, using a unique mix of technical expertise, business acumen, and a special ability to drive change at every step of the adoption process. As a key driver for ROSS’s rapid growth in the Enterprise market, Customer Success Managers have the opportunity to bring their entrepreneurial drive and attitude to bear on the world’s leading companies, governmental organizations and law firms. 

- Drive license adoption and active usage within key accounts
- Ensure renewal for key accounts by driving deployment and adoption
- Generate opportunities for upsell and reference within key accounts
- Be a trusted and knowledgeable advisor for customers’ IT and business leadership
- Build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors
- Manage and solve conflicts affecting the account
- Coordinate, facilitate and operate across internal teams at ROSS and external partners as the deployment & adoption lead for an account
- Ensure timely and successful delivery of solutions according to customer needs and objectives
- Communicate the progress of an account plan internally and externally
- Forecast and track key deployment and adoption metrics

- 2-5 years of enterprise software or SaaS account management experience with a demonstrated track record of success. Experience in sales or account management to large law firms and/or F500 corporations strongly preferred
- Knowledge of existing legal technology landscape, and existing incumbents, not required but strongly preferred
- Working knowledge of developing project plans and delivering technology driven business transformations
- Outstanding communication skills with everyone from help-desk to end users to C-level executives
- Successful record selling and/or managing technology software solutions at Fortune 1000 companies
- A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
- Passion for customer success and making life simpler with technology
- Familiarity with sales cycles in competitive markets
- Love of collaboration and teamwork across multiple departments

- Excellent communication skills and high degree of emotional intelligence – ability to effectively communicate with attorneys and C-level executives
- Excellent leadership skills and willingness to get their hands dirty where necessary to motivate a team to accomplish incredible things in a brand new market and to ensure customer satisfaction alignment wherever and whenever needed
- Ability to facilitate shorter-term transactional sales, coupled with the ability to navigate a sometimes long and complex software and solutions sales cycle