Customer Success Manager (Customer Experience)
Alexi
Alexi is transforming the legal industry through artificial intelligence, backed by $15M in Series A funding from leading investors. As a fast-growing legal AI platform in Canada, we're revolutionizing how lawyers and litigation professionals work to achieve the best outcomes for their clients by automating complex legal tasks and workflows.
Our AI-powered platform serves over 1,000 lawyers across leading law firms in the US and Canada. We've achieved rapid growth, doubling our customer base in 2024, while increasing the engagement on the platform by 22x.
At Alexi, we believe that transforming the legal industry requires more than just innovative technology—it is a culture of customer obsession, ownership, and continuous learning. We're on a mission to transform legal work through AI.
About the Role
We're seeking an exceptional Customer Success Manager to drive customer satisfaction, onboarding, and adoption across our product platform. This role sits at the intersection of customer advocacy and business impact, focusing on delivering exceptional experiences that drive both customer success and business outcomes. You'll own the end-to-end customer journey, from initial onboarding through ongoing engagement, ensuring our customers realize maximum value from Alexi's platform.
What You'll Do
Our Customer Success Manager will take ownership of critical initiatives that drive customer satisfaction and growth:
- Design and execute comprehensive onboarding programs for law firms, ensuring smooth adoption and early value realization
- Develop and maintain a robust help center and self-service resources that empower customers to navigate our platform independently
- Analyze customer behaviour data to identify friction points and collaborate with product teams to implement solutions
- Map detailed user journeys across different customer segments, identifying and resolving both emotional and operational pain points
- Drive the development of scalable customer success processes, identifying opportunities for automation while maintaining high-touch service where needed
- Partner with product and engineering teams to advocate for customer needs and ensure product improvements align with customer feedback
- Create and maintain customer health metrics, proactively identifying at-risk accounts and developing intervention strategies
- Lead strategic customer discussions to understand their evolving needs and ensure alignment with Alexi's capabilities
Requirements
- 4+ years of customer success experience in B2B SaaS, with demonstrable impact on customer satisfaction and retention
- Experience managing enterprise customer relationships and driving strategic value
- Strong analytical skills with experience using data to drive decision-making
- Proven track record in creating and maintaining customer success resources and documentation
- Excellence in project management and cross-functional collaboration
- Experience with customer success tools and CRM platforms
- Strong communication skills with the ability to engage effectively at all levels
You'll Be Great For This Role If
- You have a proven track record of driving customer satisfaction and retention in a B2B SaaS environment
- You're passionate about creating exceptional customer experiences and can articulate what makes them successful
- You combine strong analytical skills with genuine customer empathy
- You're comfortable working with data to validate opportunities and guide decision-making
- You're resourceful and can work independently to solve complex customer challenges
- You excel at cross-functional collaboration and can influence without direct authority
- You're obsessed with continuous improvement and leverage technology to scale your impact
This Role Isn't For You If
- You prefer following scripts over adapting to customer needs
- You're uncomfortable with ambiguity or rapid change
- You wait for others to identify problems rather than proactively finding solutions
- You're not willing to dive deep into technical details when needed
- You prefer maintaining the status quo over driving improvements
- You're not passionate about customer advocacy
Benefits
- Competitive salary and equity package
- Comprehensive health and dental benefits
- Flexible work arrangements with hybrid office options in Toronto
- Professional development budget
- Regular team events
This role represents a unique opportunity to join a high-performance team that's building something impactful. We're looking for someone who isn't just looking for their next job but is ready to take ownership of critical challenges and drive extraordinary results.
Alexi is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.