Strategic Account Manager

About the Role

We're seeking an exceptional Customer Experience Lead to own and optimize our end-to-end customer journey during a period of rapid growth. In this hands-on, client-facing role, you will develop and execute the strategy that ensures our AmLaw 100 and enterprise customers achieve transformative value with Centari's products and services.

You will personally manage the complete customer lifecyclefrom onboarding through adoption, support, success, and advocacy. You will work directly with our sales, product, and engineering teams, establish scalable systems, and create seamless experiences across our enterprise clients. This role requires rolling up your sleeves daily, deep experience with enterprise SaaS deployments, and the ability to build and maintain relationships with partners and executives at prestigious firms.

The ideal candidate will have extensive hands-on experience managing enterprise customer relationships, a background in enterprise SaaS, and preferably experience in the legal technology space. You must be comfortable being both a strategist and an individual contributor someone who can design a customer success framework in the morning and personally troubleshoot a client implementation in the afternoon. You will report directly to the CEO and collaborate closely with the executive team to drive company-wide customer-centricity and excellence at every interaction point.

Core Responsibilities

• Design and personally execute the end-to-end customer journey from onboarding through renewal and advocacy.
• Establish and monitor customer health metrics, KPIs, and reporting structures to measure and improve the customer experience at every touchpoint.
• Develop and implement scalable onboarding, support, and renewal processes, including partnership with Sales on expansion opportunities.
• Develop trusted advisor relationships with key customer stakeholders.
• Work hands-on with our Product, Sales, Engineering, and Applied Legal Research teams to incorporate customer feedback into our roadmap.
• Develop and execute methodologies to measure and demonstrate ROI to clients.
• Build customer advocacy programs to drive referrals and case studies.

Requirements

What We're Looking For

What We Offer