Customer Success Manager - Legal Solutions

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Due to business and compliance requirements, this position is open only to candidates residing in MEXICO. Applications from candidates located outside this region will not be reviewed.

About the role

This Customer Success Manager sits within Mitratech's Legal Business Unit, serving corporate legal departments and legal operations teams across a portfolio of 70–85 accounts and five or more established products. These are high-volume, mature solutions with large, active user bases — clients who have been with Mitratech for years and rely on these tools as part of their daily legal operations. Success in this role is measured by your ability to drive consistent adoption, build lasting relationships, and retain and protect net revenue across your book. You will earn a retention-based commission tied directly to the health and renewal outcomes of your portfolio. Product training and onboarding is provided — deep technical expertise is not a prerequisite. What matters is your ability to quickly get up to speed, communicate value clearly, and keep clients engaged and successful over the long term.

What you'll do

• Own a portfolio of 70–85 accounts across 5+ products, with primary responsibility for retention, adoption, and net revenue retention
• Drive proactive engagement through regular client touchpoints, optimization check-ins, and usage reviews that surface risk early and reinforce value
• Manage the full renewal cycle — forecasting, negotiating multi-year terms and annual price increases, and closing on time, with commission tied to retention outcomes
• Monitor product usage and adoption metrics; translate trends into proactive outreach and concrete recommendations that move clients forward
• Track and document each client's goals and success metrics throughout the lifecycle, consistently demonstrating value back to the client as milestones are reached
• Identify and flag expansion signals to the sales or account management team; collaborate to bring those opportunities to close
• Serve as the primary point of contact across the client lifecycle, building relationships at multiple levels of the client organization
• Lead high-level product training sessions, webinars, and onboarding for new users across your accounts
• Maintain regular communication with product support and retention leadership, sharing account health insights (positive and at-risk) to support overall retention efforts
• Collaborate cross-functionally with Support, Product, and Implementation teams to resolve client issues and escalate appropriately 
• Contribute to knowledge base content and internal best practice documentation
• Participate in Mitratech client advocacy programs, events, and thought leadership initiatives

What we're looking for

This role suits someone who finds deep satisfaction in keeping clients successful over the long term — not someone primarily motivated by new logo acquisition or large expansion deals.

• Candidates must be fluent in English (written and spoken). This role is open to candidates based in Mexico who are eligible to work in their country of residence.
• 2–4 years of experience in Customer Success, account management, or a client-facing retention role in B2B SaaS
• Demonstrated ability to manage a large, multi-product account portfolio with strong retention outcomes
• Comfort navigating renewal conversations including pricing negotiations and multi-year commitments 
• Ability to learn software products quickly and communicate their value clearly to non-technical users
• Ability to analyze usage data and adoption metrics and translate them into proactive outreach and recommendations
• Excellent communication skills — clear, warm, and professional across email, phone, and presentations
• Strong organizational skills with the ability to manage a high volume of accounts and prioritize effectively
• Proficiency with Salesforce (or equivalent CRM), Google Workspace, and Microsoft Office
• Self-motivated and accountable; comfortable working both independently and cross-functionally
• Familiarity with corporate legal departments, legal operations, or enterprise compliance environments is a plus

Education

• Bachelor's degree or equivalent professional experience preferred.

 We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.