Customer Success Manager

About Us Supio is a trusted AI platform purpose-built for law firms, reshaping how data drives impactful outcomes. Our innovative approach blends technology with deep legal expertise, making us a leader in our field. We go beyond surface-level AI to deeply understand our customers’ daily needs, empowering law firms with unparalleled data insights. Supio delivers human-level, accurate analysis of complex data and legal records, quickly and efficiently bringing critical insights when they matter most. Trusted by top litigation lawyers, our platform has supported over $1 billion in settlements. Headquartered in Seattle with an office in San Francisco, we raised $60M Series B in April 2025 led by Sapphire Ventures with Mayfield and Thomson Reuters Ventures, bringing total funding to $91M. We're scaling rapidly and looking for exceptional talent to join us in this next phase of growth. We're looking for passionate team members who are motivated by our mission and ready to help us achieve it. Who We're Looking For We are seeking a dedicated Customer Success Manager to serve as the primary point of contact for our clients, ensuring they achieve maximum value from our products and services. This role combines relationship management, customer education and enablement, and problem-solving to drive customer satisfaction, retention, and growth. The ideal candidate will embody our cor [... source excerpt omitted ...] n, acting with urgency, learning with passion, and leading with AI. Key Responsibilities Customer Relationship Management Develop and maintain strong relationships with assigned customer accounts, serving as their trusted advisor and advocate within the organization. Conduct regular check-ins, business reviews, and strategic planning sessions to understand evolving customer needs and objectives. Obsess over customer transformation by deeply understanding their business goals and measuring success through their achievements. Onboarding and Implementation Guide new customers through the onboarding process, ensuring smooth implementation and adoption of our solutions. Create cust [... source excerpt omitted ...] value quickly and effectively. Act with urgency to accelerate time-to-value and remove any barriers to customer success. Account Growth, Retention, and Expansion Strategy Monitor customer health metrics and usage patterns to identify at-risk accounts and expansion opportunities. Proactively address concerns, resolve issues, and work cross-functionally to prevent churn while identifying upsell and cross-sell opportunities. Develop and execute strategic retention and expansion plans for assigned accounts, collaborating with sales teams to identify opportunities for account growth through additional product adoption, upgraded service tiers, or expanded usage. Present business cases