Customer Success Manager
Supio
Administration
Seattle, WA, USA
USD 120k-150k / year
Posted on Oct 27, 2025
Customer Success Manager
Seattle
Customer Success
In office
Full-time
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.
We are seeking Customer Success Managers 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 core values by obsessing over customer transformation, 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 customized success plans and provide training to help customers realize 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 for renewals and expansions while maintaining focus on customer value realization and long-term partnership development.
Product Expertise and AI-Driven Solutions
- Maintain deep knowledge of our products and industry best practices to provide strategic guidance and recommendations.
- Help customers optimize their use of our platform and achieve their business objectives.
- Lead with AI by leveraging artificial intelligence tools and insights to enhance customer experiences, predict customer needs, and deliver personalized recommendations.
Continuous Learning and Data Analysis
- Track and analyze customer success metrics, prepare regular reports on account status, and provide insights to inform product development and business strategy decisions.
- Learn with passion by staying current with industry trends, customer success methodologies, and emerging technologies to improve customer outcomes continuously.
Skills and Competencies
- Exceptional interpersonal and relationship-building skills with a passion for customer transformation
- Strategic thinking with attention to detail and ability to act with urgency
- Ability to manage multiple accounts and priorities simultaneously while maintaining quality
- Collaborative mindset with strong cross-functional communication
- Results-oriented with a customer-first approach and commitment to continuous learning
- Adaptability and resilience in a fast-paced, AI-driven environment
- Comfort with leveraging AI tools and data-driven insights to enhance customer success
Required Qualifications
- Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
- 3-5+ years of experience in customer success, account management, or client-facing roles
- Excellent communication and presentation skills, both written and verbal
- Strong analytical and problem-solving abilities
- Experience with CRM platforms and customer success tools
- Proven track record of meeting retention and growth targets
- Ability to travel 20-30% of the time for customer meetings.
Preferred Qualifications
- Experience in SaaS or technology industry
- Experience in growth-stage start-ups
- Project management certification or experience
- Previous consultative selling or solution selling experience
- Familiarity with data analysis tools and customer health scoring methodologies
Compensation
The base salary range for this position is $120,000 - $150,000 plus commission. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies, and experience.
Benefits & Perks
Supio offers an extensive benefits package and perks which include:
- Health insurance: medical, dental, and vision
- 401k
- Flexible paid time off (PTO) and company-paid holidays
- Monthly commuter subsidies
- DoorDash subsidies for breakfast and dinner
E-Verify Participation Notice
Supio participates in E-Verify, an employment authorization program through the U.S. Department of Homeland Security and the Social Security Administration.
Equal Employment Opportunity (EEO) Statement
Supio is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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This role requires working 5 days/week from our downtown Seattle office. Does that work for you? *
Req ID: R7
