Customer Success Manager

**About Monjur, Inc.** Monjur is the Contract Intelligence platform built exclusively for Managed Service Providers (MSPs). For more than two decades, our team of MSP attorneys has helped service providers structure, negotiate, and enforce the contracts that define their customer relationships. Today, that experience powers Monjur Pilot — our AI legal assistant — which helps MSP teams answer contract questions, redline agreements, and manage negotiations without waiting for outside counsel. Unlike generic AI tools that rely on internet data, Pilot is grounded in Monjur’s proprietary legal knowledge base and supervised by licensed MSP attorneys. The result is a system that gives MSPs the speed of AI while maintaining the legal oversight required for real contractual decisions. Instead of static templates or one\-time legal engagements, Monjur provides an ongoing legal system that evolves with our clients’ businesses. Our platform includes: * MSP\-specific contract standards * Attorney\-supervised legal guidance and updates * A centralized Legal Knowledge Base * Smart integrations with ConnectWise, Autotask, HaloPSA, Kaseya, and Microsoft * Pilot, Monjur’s AI legal assistant Today, more than 950 MSPs rely on Monjur to standardize their agreements, reduce legal uncertainty, and move faster during sales and negotiations. Monjur exists for one reason: To help MSP leaders sleep better at night knowing their legal foundation is taken care of. We are a growing team of attorneys, operators, and technologists building the legal infrastructure that MSPs rely on to scale with confidence. If you are excited about combining AI, legal expertise, and industry\-specific software to solve real operational problems, you will feel at home at Monjur. **About the role** **Customer Success Manager** Location: Remote (U.S. — CST/EST preferred) Reports to: Director of Customer Success Employment Type: Full\-time **About Monjur** ---------------- Monjur delivers Contracts\-as\-a\-Service for MSPs, combining lawyer\-verified agreements with a SaaS platform that keeps customer contracts current as services, regulations, and risks evolve. We serve 1,000\+ MSPs with attorney\-supervised contract libraries, compliance documentation, and Pilot — our AI\-powered platform that gives MSPs instant, attorney\-supervised answers tied directly to their own contracts. Instead of waiting days for a legal response, clients get real\-time guidance the moment they need it. Pilot integrates with ConnectWise, Kaseya, Halo, and Quoter and is one of the most differentiated tools in the MSP space right now. **The Role** ------------ As a Customer Success Manager at Monjur, you own the client relationship post\-sale and post\-onboarding. You're the primary point of contact for MSP owners and operations leaders — helping them stay protected, driving Pilot activation and adoption, and making sure their agreements reflect how they actually run their business. This is a high\-impact role on a small, tight\-knit team with a clear path to grow. **What You'll Do** ------------------ * Own a portfolio of MSP clients post\-sale, serving as their primary point of contact for product, process, and contracts * Lead Pilot activation and onboarding — getting clients to their aha moment is a core part of this role * Conduct Legal Protection Audits and Annual Update calls to keep clients protected and engaged * Run upgrade conversations with legacy clients, leading with value and education, not price * Monitor account health and execute proactive outreach to prevent churn before it happens * Partner with our legal team to escalate document and agreement issues appropriately * Handle failed payments, escalations, and client\-facing issues with urgency and professionalism * Keep HubSpot and GuideCX clean and up to date — accurate data is how we make good decisions * Contribute ideas and creative solutions to improve how CS works at Monjur — we want builders, not just executors **What We're Looking For** -------------------------- * 3\-5\+ years in a customer\-facing role in B2B SaaS — CSM, Account Manager, or similar * Experience with MSPs, IT service providers, or legal/contract\-heavy SaaS is a strong plus * Naturally relational — you get genuine satisfaction from keeping a client protected, not just closing a ticket * Creative problem solver who identifies a client's pain point and comes up with a solution before it becomes a problem * Strong communicator on calls and in writing — you can translate complex legal concepts into plain language * Organized enough to manage a high volume of accounts without things slipping * Hungry to grow — this role has a defined path to Senior CSM and we want someone who wants to get there * Someone who escalates to their manager first and communicates proactively when something is off * Comfortable with tools like HubSpot, GuideCX, Dialpad, and willing to learn fast **Metrics You'll Own** ---------------------- * Renewal rate and churn percentage * Clients under legal protection * Pilot activation and adoption * Expansion ARR through upgrades * Annual reviews and legal protection audits completed * Referrals generated **Room for Growth** ------------------- This isn't a role you plateau in. We're building out a CS career ladder and the path to Senior CSM is real, tied to performance, and comes with meaningful comp growth. If you perform, you'll have a clear next step and a team that invests in getting you there. **Compensation** ---------------- Base salary plus commission on upgrades and expansions, plus bonus eligibility. Total comp is tied to performance and we want someone who wants to earn more than their base. **Tools You'll Use** -------------------- HubSpot, GuideCX, Dialpad, Gong, Monjur Pilot **If you believe you can contribute meaningfully to Monjur’s mission, even if you do not meet every qualification listed, we encourage you to apply.** **The pay range for this role is:** 65,000 \- 80,000 USD per year(Remote (United States))