Job Description

Customer Success Manager I (Entry-Level)Level: Early-Career Individual ContributorReports to: Head of Customer ExperienceLocation: Remote (Hybrid optional Boise, ID)Status: Full-Time, ExemptRole SummaryThe Customer Success Manager I (CSM I) is an individual contributor who owns a portfolio of LeanLaw customers through onboarding, early adoption, and ongoing lifecycle support. This role is designed for candidates with strong communication skills, foundational accounting knowledge, and hands-on experience with QuickBooks Online (QBO) who want to build a long-term career in Customer Success.The CSM I leads onboarding for smaller or less complex firm environments by running success discovery, translating goals into an onboarding plan, coordinating training and configuration, and driving customers through their first successful billing cycle. They serve as the primary point of contact for their portfolio, ensuring LeanLaw becomes an institutionalized part of daily billing, payments, trust handling, and reporting workflows.This role builds the skills required to advance into CSM II, where individuals take on larger, more complex accounts and deeper workflow change management.Core Responsibilities1. Own Onboarding Outcomes for Assigned CustomersOwn the onboarding project plan and timeline for each assigned customer.Lead onboarding kickoff discovery to understand firm objectives, roles, billing cadence, trust processes, and current tool stack.Document current-state workflows and define a recommended future-state workflow in LeanLaw.Create and maintain a written onboarding success plan (milestones, owners, dates, risks, definition of done).Facilitate onboarding calls focused on goals, configuration, and progress.Guide customers through workflow setup, billing basics, and early LeanLaw adoption.Coordinate training delivered by specialists and ensure customer follow-through.Drive customers toward early milestones such as first invoice creation and initial reporting.Communicate expectations, next steps, blockers, and responsibilities clearly.2. Early Workflow Adoption & Operational GuidanceExplain billing steps, payment flows, prebill processes, and basic reconciliation concepts.Use QBO to review invoices, payments, and simple sync discrepancies.Help customers establish consistent billing routines and early trust workflows.Escalate advanced accounting or technical issues when required.Reinforce best practices and guide customers toward early value.Understand and explain how LeanLaw connects to ecosystem tools (Confido Legal, NetDocuments workflows, Billables, Custom Reporting, Comp Tracking).Identify when add-ons/integrations would materially improve outcomes; coordinate internally to scope and deliver.Reinforce adoption paths that lead to measurable outcomes (faster collections, cleaner trust handling, better reporting visibility).3. Relationship Ownership & Customer EngagementServe as the primary point of contact throughout the customer lifecycle for assigned accounts.Build rapport with admins, attorneys, and accounting personnel.Conduct structured progress check-ins tied to milestones and usage.Manage expectations around timelines, responsibilities, and required customer actions.Monitor customer health and raise concerns early.4. Issues Triage, Documentation, & Internal CoordinationTroubleshoot common product, workflow, and QBO-related issues prior to escalation.Route complex issues to appropriate specialists or technical teams.Maintain accurate documentation in HubSpot: notes, lifecycle stages, risks, tasks.Share customer insights and friction patterns with Product, Engineering, and CX leadership.Follow all CX SOPs related to communication, documentation, and operational rigor.5. Long-Term Institutionalization of LeanLaw (Full Lifecycle Ownership for Smaller AccountsEven at the entry level, the CSM I carries full lifecycle ownership for a segment of smaller or less complex customers. The goal is to ensure LeanLaw becomes an operational system of record within each firm.Ensure core workflows are configured and functioning as expected (billing, payments, trust workflows).Validate early adoption indicators including first billing cycle execution and stable QBO sync.Provide onboarding summaries and clear transitions between lifecycle stages.Surface opportunities or risks requiring future attention.Maintain ongoing engagement with customers after onboarding to reinforce adoption and workflow consistency.Monitor usage patterns, customer health indicators, and workflow reliability over time.Conduct periodic business reviews appropriate for small accounts, emphasizing value realization and operational stability.Ensure customers fully internalize LeanLaw processes so billing, trust handling, and reconciliation workflows are followed consistently.Drive proactive outreach to prevent workflow regression or underutilization.Identify and drive expansion opportunities or capability gaps appropriate to account size and maturity.Support renewal readiness by ensuring consistent value delivery and eliminating operational surprises.Key Metrics & Performance ExpectationsOutcome MetricsOnboarding completion rate ( 90% on schedule)Time to First Value ( 45 days)Early adoption indicators (first invoice, trust workflows, usage consistency)Customer satisfaction ( 95%)NRR/ARR/MRROperational Metrics100% documentation accuracy and completeness in HubSpot.Portfolio coverage: all accounts touched within 30 days.SOP compliance and forecasting accuracy.QualificationsRequired12 years in Customer Success, implementation, accounting support, or other customer-facing roles.Foundational accounting knowledge (billing, payments, AR basics, reconciliation fundamentals).Hands-on QBO experience (invoice review, payments navigation, basic troubleshooting).Strong communication and expectation-setting skills.Ability to manage multiple onboarding projects simultaneously.High attention to detail and strong organizational discipline.Desire to grow into more advanced lifecycle Customer Success responsibilities.Based in the United StatesPreferredExperience with legal billing or professional services workflows.Familiarity with trust accounting concepts.SaaS onboarding or CX experience.Experience using HubSpot or similar CRMs.Career PathwayCSM I CSM II CSM IIIThe CSM I role is the foundation of LeanLaws Customer Success career ladder. Successful CSMs advance into broader lifecycle ownership, renewals, workflow optimization, and value realization responsibilities at the CSM II level.Compensation & BenefitsBase Salary: $65,000$75,000 (commensurate with experience and geography).Benefits: Medical, dental, vision insurance; 401(k) with company match; unlimited vacation and paid holidays.Work Style: Remote-first with flexible scheduling; hybrid optional in Boise.Incentive Planning: Eligible for future CX performance-based compensation programs.Interview ProcessOur interview process is designed to be structured, transparent, and focused on how you think and work. Candidates can expect three stages: Initial Interview with People/HR Overview of your background, communication style, and interest in LeanLaw. 2. Practical Skills Assessment Walk-through of a realistic onboarding or accounting-related scenario. We evaluate your approach to reasoning, troubleshooting, and communicationnot memorized expertise. 3. Final Interview with the Head of Customer Experience Discussion of role expectations, collaboration style, and success criteria.
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