Description

We are seeking a Customer Success Manager to support and grow relationships across our existing customer base. This role is responsible for driving customer retention and renewals, maintaining visibility into customer health, and proactively identifying risks and opportunities across a portfolio of accounts.

The ideal candidate brings strong customer management discipline, experience owning renewal and retention activity, and the ability to translate customer usage signals into action. This individual will work closely with customers to strengthen adoption, reduce churn risk, and ensure long-term value realization from Dye & Durham solutions.

Key Responsibilities

• Manage a portfolio of existing customers with a focus on retention, renewals, and long-term account health

• Own and drive customer renewal activity, including pipeline management, forecasting, and execution against renewal targets

• Monitor customer usage and engagement across multiple platforms to identify trends, risks, and opportunities

• Proactively engage customers when usage declines, risk signals emerge, or follow-up is required

• Build trusted relationships with customer stakeholders and act as a consistent point of contact throughout the customer lifecycle

• Partner cross-functionally with Sales, Support, Product, and other internal teams to resolve issues and improve customer outcomes

• Maintain accurate records of customer activity, renewal status, risk indicators, and account plans within Salesforce

• Contribute to the development and refinement of customer success processes, and health-based workflows

• Use data and customer insight to support retention strategies and improve renewal performance over time

• Prepare and manage renewal and retention forecasts with a high degree of accuracy and accountability

Skills, Knowledge & Expertise

• Experience in Customer Success, Account Management, Renewals, or a related customer-facing role
• Proven experience managing customer renewals, retention motions, and renewal forecasting
• Strong ability to assess customer health through usage data, engagement signals, and business context
• Experience managing a book of business and prioritizing outreach based on risk and opportunity
• Comfortable working across multiple systems and navigating complex operating environments
• Ability to take initiative, solve problems, and drive follow-through independently
• Experience in SaaS, legal technology, financial technology, or a similarly complex software environment is preferred

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

In line with the amended Employment Standards Act 2000, the salary range for this role is: $75K - $85K, dependent on assessment of skills during the interview process.

Dye & Durham does not currently use AI to screen candidates as part of the selection process.

This advertisement specifically relates to an existing vacancy.

Do you share our DNA?

• We ask how tomorrow can be better than today

• We are passionate about solving our customer's challenges

• Our ideas break boundaries

• We value different perspectives and encourage dialogue

About Dye & Durham

Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.