Customer Success Manager

OVERVIEW

MinuteBox

• Loved by legal professionals
• Supercharging legal work
• Fast, efficient and fun

Our customers turn hours of legal work into minutes by supercharging their workflows. Along with you, we're shaping the future of legal, regulatory and compliance work. Join us

Shape the Future

For too long legal software has been difficult, boring and stuck in the '90s. We're shaping the future of legal work with fun, delightful products that bring joy to our users and that adds value to their work.

Accomplishing this begins with a great team that cares about our customers, our values and each other.

Make a Big Impact

Legal technology is the last frontier awaiting its technological revolution in the workplace and MinuteBox is at the forefront. We are taking on a massive market and a massive problem across various domains and practice areas.

Company Culture

MinuteBox is a place where leaders are born. Our founding team and management believe in empowering you to lead and excel at what you do best. We value mental and physical health and well-being and strive to create a positive work environment for everyone.

About the Job

Customer Success Manager

MinuteBox is a cloud-based platform used by law firms, large companies, and accounting firms for entity management, corporate governance, minute book storage and workflow automation. Its innovative suite of products are used by some of Canada's largest legal departments and global professional services organizations.

The team has created the most powerful, accessible and secure legal technology available and the company is growing quickly as they continue to expand their footprint across North America.

As a Customer Success Manager, you will be the strategic advisor and trusted partner to many of our customers. This role goes beyond day-to-day account management—you'll be leading long-term relationships, driving business outcomes, and ensuring that our customers view MinuteBox as a critical partner in their success.

You will own a portfolio of accounts and play a hands-on role in onboarding, implementation, adoption, renewal, and expansion. You will work closely with various teams to align on business goals, measure success, and deliver clear ROI through our platform. Your focus will be on building advocacy, mitigating risk, and driving sustained customer value.

This role is highly cross-functional; you will collaborate with Sales on expansion opportunities, partner with Implementation and Support to ensure a seamless customer journey, and work with Product to bring the voice of the customer directly into roadmap discussions and QBRs. You will also contribute to building playbooks, processes, and scalable programs that elevate the entire Customer Success function.

This is a high-impact role where success will be measured not only by renewals and expansions but also by the depth of trust and partnership you establish with customers, your ability to drive adoption and advocacy, and your contributions to improving our overall customer journey.

You will report to the VP, Customer Success and collaborate closely with the broader CS and Revenue teams to influence customer outcomes, reduce churn, and accelerate growth.

PREREQUISITES

• 6+ years of Customer Success, Account Management, or related experience in a B2B SaaS environment (legal tech experience an asset).
• Proven track record managing multiple customers and driving retention, adoption, and revenue growth.
• Strong understanding of customer lifecycle management including onboarding, adoption, renewals, and expansion.
• Excellent communication skills—capable of engaging technical and non-technical audiences at all levels.
• Strong presentation and facilitation skills for executive-level discussions, QBRs, and training sessions.
• Analytical, data-driven, and results-oriented with the ability to translate metrics into action plans.
• Exceptional organizational and time-management skills to manage multiple complex accounts.
• Collaborative, team-first mindset—able to partner effectively across departments.
• High degree of initiative and comfort working in a fast-growing, dynamic, and evolving environment.
• Familiarity with CRM and CS tools (HubSpot, Salesforce,or similar).
• Fluency in French an asset, but not required.

RESPONSIBILITIES

• Own and manage a portfolio of customers across North America.
• Build deep relationships with champions acting as a strategic partner to help them achieve their goals with MinuteBox.
• Participate in the onboarding of customers through their post-go live journey
• Proactively monitor account health, adoption metrics, and engagement to drive retention and renewals for the accounts that you manage.
• Deliver QBRs, training sessions showcasing ROI and product impact.
• Collaborate with Sales on expansion opportunities and renewal strategies.
• Partner with Product to relay customer feedback, feature requests, and insights that drive roadmap priorities.
• Work with Implementation, Support, and Practice Consultants to ensure smooth handoffs, successful adoption, and customer satisfaction.
• Develop playbooks, processes, and documentation to scale success strategies across the customer base.
• Track, analyze, and report on customer health, risks, and KPIs to leadership.

About the Role

• Permanent salaried employee
• Hybrid work environment
• Salary commensurate with experience

Why choose MinuteBox?

• We are a group of passionate and thoughtful people working together to fundamentally change the way legal work gets done
• We are growing quickly Plus, MinuteBox is the highest-rated platform on the popular G2 Crowd software review website
• We have all the fun perks you'd expect—flexible vacation policy, competitive vision, dental, and health benefits, team lunches, and socials (yes, even remotely)
• We are proud of our culture and care about it deeply—we live by our team values and are always trying to make MinuteBox a better company today than it was yesterday
• We encourage learning, growth, continuous improvement, and provide the freedom to experiment

Not sure if you qualify?

Apply anyway We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.

MinuteBox Values Diversity and Equal Opportunity

MinuteBox is an equal opportunity employer and as such, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their best and authentic selves to work .If you require any accommodations during the recruitment process, whether it be alternate forms of material, accessible meeting rooms, etc., please let us know and we will work with you to meet your needs.