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Senior Customer Success Manager Job ID 2026-1583
Job Location:
Job Location:
Minneapolis, MN - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
7 June 2026 (30+ days ago)
Posted:
Application Deadline:
4 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Description
Senior Legal Growth Engine Customer Success Manager
Overview
The Senior Customer Success Manager (CSM) Full Portfolio is accountable for driving measurable business outcomes for high-value law firm clients across the Internet Brands Legal ecosystem including FindLaw Martindale-Avvo Lead products Websites Paid Media CRM integrations and related solutions.
This is not a relationship management role. It is a performance consulting role for the AI era.
The LGE Full Portfolio CSM owns a performance-driven solution spanning visibility reputation marketing execution intake optimization and case conversion. Critically this person is expected to contribute to the adoption of AI-powered workflows and agent-based automation not just use AI as a tool but support how it reshapes the function itself.
The Senior CSM serves as the strategic point of accountability for a defined portfolio of high-investment law firms. They operate as a performance consultant internal quarterback executive partner and AI-forward team builder ensuring that marketing efforts translate into measurable business results through increasingly automated intelligent systems.
This role is critical to scaling the Legal Growth Engine model and defining what a differentiated agent-first approach to legal marketing looks like in practice.
Responsibilities
1. Own Business Outcomes Not Products
- Manage a portfolio of high-value multi-product law firm accounts.
- Align each client to defined performance KPIs: leads cost per lead signed cases cost per case ROI.
- Translate multi-channel activity into measurable business impact.
- Drive renewals expansion and portfolio growth through proven performance.
- Deploy AI-driven reporting and alerting to identify performance shifts before clients do.
2. Lead Cross-Portfolio Strategy
- Coordinate visibility (directories profiles paid placements) marketing (PPC lead gen website) and conversion (intake CRM integration) into a unified strategy.
- Partner with Paid Media Product Marketing Reporting and Operations to ensure campaigns are optimized toward case outcomes.
- Ensure CRM integrations are implemented and maintained to enable lead-to-case tracking and closed-loop reporting.
- Identify and implement automation opportunities across onboarding reporting escalation and QBR workflows.
- Escalate and resolve operational blockers that impact performance.
3. Adopt and Contribute to an Agent-First Function
- Champion the design and deployment of AI agents across the CSM workflows including automated performance monitoring intake analysis anomaly detection and client communication drafting.
- Identify repetitive high-volume CSM tasks that can be delegated to AI agents and lead their implementation with support from Product and Engineering.
- Develop and maintain a personal toolkit of AI-assisted workflows (prompt libraries agent configurations automation stacks) that accelerate your work and serve as a model for the team.
- Contribute to building a team culture where AI augmentation is expected iterated on and shared not optional.
- Provide feedback on AI tooling identify gaps and partner with Product to influence the roadmap for agent-based CSM capabilities.
4. Executive-Level Client Partnership
- Conduct structured monthly performance reviews grounded in data strategy and forward-looking AI-driven insights.
- Translate performance dashboards (increasingly AI-generated) into business narrative and recommended actions.
- Manage sophisticated stakeholders including managing partners marketing directors and intake leaders.
- Maintain proactive communication around risks performance shifts and growth opportunities.
5. Performance & Data Leadership
- Analyze multi-channel reporting across directories PPC lead programs website performance and CRM data.
- Leverage AI tools to surface trends attribution gaps and optimization opportunities at a pace not possible manually.
- Ensure alignment between marketing performance and case conversion data.
- Contribute to the evolution of reporting systems dashboards performance benchmarks and AI-assisted insight generation.
6. Revenue & Margin Accountability
- Identify expansion opportunities across the portfolio.
- Proactively mitigate churn and downsell risk by using predictive signals and automated health scoring where available.
- Understand unit economics portfolio margin impact and growth thresholds.
- Partner with Sales during renewal cycles and expansion motions.
7. Scale the Program
- Contribute to best practices playbooks onboarding frameworks and performance standards.
- Document and share AI workflows prompt strategies and agent configurations that improve team-wide efficiency.
- Support pilot initiatives tied to AI CRM integration advanced attribution models and agentic automation.
- Provide structured feedback to Product and Leadership on systemic gaps or opportunities.
Requirements
Experience
- 58 years in Customer Success Account Management or Performance Marketing roles.
- Experience managing complex multi-channel marketing programs (PPC paid media lead generation websites).
- Demonstrated ability to translate data into executive-level insights.
- Comfort managing demanding high-investment clients.
Technical & Analytical
- Strong understanding of marketing KPIs: CPL CPA ROAS conversion rate attribution.
- Experience with CRM platforms (Clio Salesforce Litify LeadDocket or similar) and lead-to-case workflows.
- Hands-on experience using AI tools in a professional context not just awareness but active iterative use.
- Familiarity with AI agent frameworks workflow automation tools or LLM-based productivity tooling.
- Ability to identify where AI can replace or accelerate a workflow and take practical steps to implement it.
Mindset & Approach
- Agent-first thinker: you ask how can a system do this before how do I do this manually
- Highly organized systems-oriented and operationally disciplined.
- Executive presence and strong presentation skills.
- Thrives in ambiguity and scaling environments.
- Operates with urgency and accountability in a performance-driven model.
- Builds and shares playbooks not just personal workflows.
Preferred Qualifications
- Experience building or managing AI-augmented workflows within a CS or marketing operations function.
- Familiarity with legal intake systems and law firm operations.
- Prior experience in a scaled SaaS or performance marketing environment with portfolio-level accountability.
- Track record of reducing manual work through automation or process redesign.
Why This Role Matters
The Legal Growth Engine is building toward a future where performance insights are continuous client communication is proactive and CSMs are amplified by intelligent systems not buried in manual reporting. The Senior CSM who joins now will help define what that function looks like shape the tools the team uses and set the standard for what agent-first customer success means in the legal marketing space.
At Internet Brands we carefully consider a wide range of factors when determining compensation including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to starting a $75K base Variable Commission and will depend on your skills qualifications and experience. We encourage all interested candidates to apply.
In addition to our awesome culture we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical dental and vision coverage flexible spending accounts (FSA) for medical and dependent care short-term and long-term disability insurance and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match paid time off (PTO) paid holidays commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching addition employees can take advantage of voluntary benefits such as home auto and pet insurance and discounted legal and financial services. For more details feel free to inquire during the interview process.
Internet Brands headquartered in El Segundo Calif is a fully integrated online media and software services company focused on four high-value vertical categories: Health Automotive Legal and Home/Travel. The companys properties and platforms include the WebMD Medscape and Henry Schein ONE networks which are the global leaders in their markets; Nolo Avvo and Martindale which form the largest consumer information provider in the legal market; and CarsDirect Fodors Travel and many others which are leaders in their key vertical markets. Internet Brands award-winning consumer websites lead their categories and serve more than 250 million monthly visitors while a full range of web presence offerings has established deep long-term relationships with SMB and enterprise clients. The companys powerful proprietary operating platform provides the flexibility and scalability to fuel the companys continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands is an equal opportunity employer and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
Notice to California residents: you can find information about our privacy practices on: Experience:
In addition to our awesome culture we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical dental and vision coverage flexible spending accounts (FSA) for medical and dependent care short-term and long-term disability insurance and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match paid time off (PTO) paid holidays commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching addition employees can take advantage of voluntary benefits such as home auto and pet insurance and discounted legal and financial services. For more details feel free to inquire during the interview process.
Internet Brands headquartered in El Segundo Calif is a fully integrated online media and software services company focused on four high-value vertical categories: Health Automotive Legal and Home/Travel. The companys properties and platforms include the WebMD Medscape and Henry Schein ONE networks which are the global leaders in their markets; Nolo Avvo and Martindale which form the largest consumer information provider in the legal market; and CarsDirect Fodors Travel and many others which are leaders in their key vertical markets. Internet Brands award-winning consumer websites lead their categories and serve more than 250 million monthly visitors while a full range of web presence offerings has established deep long-term relationships with SMB and enterprise clients. The companys powerful proprietary operating platform provides the flexibility and scalability to fuel the companys continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands is an equal opportunity employer and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
Notice to California residents: you can find information about our privacy practices on: Experience:
Manager
About Company
Internet Brands is an online media and technology company that serves businesses and consumers in four major categories: Automotive, Health, Legal, and Home/Travel. Our fully integrated approach combines leading web solutions for businesses with media websites for consumers. IB's a ... View more
