---
title: 'Customer Success Manager at Elite Technology'
canonical: 'https://feeny.ai/job/customer-success-manager-elite-technology-united-states-rapzzxm30g2w'
type: 'job'
last_seen: '2026-09-04'
---

# Customer Success Manager at Elite Technology

- **Company:** Elite Technology
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-08-28
- **Last confirmed live:** 2026-09-04
- **Apply:** https://job-boards.greenhouse.io/elitetechnology/jobs/5409699008

## Job description

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.

Position Overview

The Customer Success Manager at Elite is a high-impact role focused on ensuring customers fully realize the value of our products and services. This position requires a high level of performance in customer success and SaaS environments, including driving product adoption, retention, and expansion through proactive customer engagement. A core aspect of this role will be delivering education and enablement initiatives to empower customers with the knowledge and tools they need to maximize their success with Elite’s offerings.

Work Arrangement: ​Remote​

This role requires the individual to be based in ​Eastern Standard Time (EST) or Central Standard Time (CST)​time zone.

## Responsibilities

- Drive Adoption & Value Realization: Proactively engage with customers to ensure they are utilizing Elite’s solutions effectively and benefiting from all available features.
- Customer Management: Develop and maintain strong, long-term relationships with customers to drive satisfaction, renewals, and expansion opportunities.
- Retention Focus: Collaborate closely with customers to address their needs and concerns, ensuring high retention rates and identifying at-risk accounts for early intervention.
- Customer Education & Enablement: Deliver customized training programs, webinars, and "power hour" sessions to help customers deepen their product knowledge and improve their workflows.
- Proactive Communication: Regularly check in with customers to offer updates, gather feedback, and provide solutions that enhance their experience.
- Collaboration with Sales, Services & Support Teams: Work closely with internal teams to share customer insights, optimize service delivery, and drive growth opportunities.
- Perform other duties as assigned to support the overall goals and objectives of the department/company.
- Perform other duties as assigned to support departmental and company objectives.​

## Qualifications

- ​​Bachelor's Degree​ or equivalent education and experience.
- ​​3–5 years​ years of experience in experience in customer success, account management, or a related field, and 2+ years of experience with legal technology (legal tech) or finance technology (fintech), with a strong focus on high-performance environments in SaaS, enterprise technology, or B2B sectors.
- Proven track record of managing and driving the success of large, complex accounts with multi-level stakeholders, ideally within enterprise organizations or high-growth tech companies.
- Experience in delivering advanced customer education and enablement programs, including onboarding, ongoing training, and strategic and tactical workshops that foster deeper product adoption and usage.
- Understanding of customer success metrics and the ability to leverage data to inform strategy, optimize customer engagement, and achieve business outcomes, such as retention, expansion, and upsell.
- Demonstrated expertise in risk management, implementing proactive strategies to mitigate churn, and successfully turning around at-risk accounts.
- Strong cross-functional collaboration skills, with a history of working closely with Sales, Product, and Engineering teams to align customer success strategies with broader organizational goals.
- Experience influencing C-suite executives and key decision-makers to achieve account expansion and strategic partnership goals.
- Deep proficiency in customer success software (e.g., Salesforce, Gainsight) and other analytics tools to manage account health, performance, and engagement efforts at scale.
- Ability to travel up ​10–25%​ as business needs require
- Role requires the following physical capacity:​ ​Sedentary: primarily desk/computer work​
- Must be legally authorized to work in​ ​United States​; ​Elite does not provide employment sponsorship for this position​

Benefits:

- Competitive Compensation Package ($112,500-$125,000 base salary + variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program

Elite may use technology, including artificial intelligence-enabled tools, to assist in aspects of the recruiting and employment process. These tools are used to support, but not replace, human decision-making. Please note that we do not offer sponsorship for this position.

Additional Information

At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.

In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.

Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We are not accepting applications submitted through recruiting agencies.

## About Elite Technology

## Company Overview
- **One-liner**: Elite Technology provides a cloud-native SaaS platform that unifies financial, invoice, time, and data management for the world’s largest law firms, embedding AI and predictive analytics to drive profitability.
- **Entity Type**: Private (owned by Francisco Partners Management, L.P.)
- **Headquarters**: New York, New York, United States
- **Founded**: 1947
- **Founders**: Not publicly available (the company has evolved through multiple ownership and branding changes; originally part of Thomson Reuters)

## Core Business
- **Primary industry/industries**: Legal Technology (Legal Financial Management & Practice Management Software)
- **Target customers**: B2B, exclusively serving large law firms (Am Law 200, Global 200) and their finance/IT departments
- **Mission or purpose statement**: To help law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business [elite.com](https://www.elite.com/use-cases-information-technology-leaders)

## Products & Services
- **3E (Cloud-Native SaaS Platform)**: The company’s flagship product — a unified system for financial management, invoicing, time tracking, data management, and integrated payments. Includes embedded AI, predictive analytics, and open API architecture. Designed for multinational law firms with 99.9% uptime SLA, SOC 2 Type II, and ISO 27001 compliance [elite.com](https://www.elite.com/use-cases-information-technology-leaders).
- **Elite Payments**: Integrated payment processing module to shorten billing cycles and reduce write-offs.
- **Elite Data & Analytics**: Suite providing firm-wide insights and predictive analytics for financial decision-making.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (privately held).
- **Key Metric**: Annual Revenue of **USD $185.5 million** (latest available estimate) [linkedin.com](https://www.linkedin.com/company/elitetechnologyglobal).
- **Notable Investors/Partners**: Parent company is **Francisco Partners Management, L.P.** (a prominent private equity firm). In 2025, Elite acquired **Tranch, Inc.** to expand capabilities. Key partners include Microsoft (Microsoft Fabric integration) and other legal tech ecosystem players [elite.com](https://www.elite.com/use-cases-information-technology-leaders).
- **Growth Signals**: 
  - Employee headcount grew **+11.0% year-over-year** (adding ~101 people, now 433 employees) [linkedin.com](https://www.linkedin.com/company/elitetechnologyglobal).
  - Active job postings increased **+380.0% year-over-year** (48 current openings) [linkedin.com](https://www.linkedin.com/company/elitetechnologyglobal).
  - Three-quarters of the Am Law 200 and four-fifths of the Global 200 rely on at least one Elite solution [greenhouse.io](http://job-boards.greenhouse.io/elitetechnology).
  - Over 400 firms have moved to 3E in the cloud [greenhouse.io](http://job-boards.greenhouse.io/elitetechnology).

## Competitive Advantages
- **Incumbency & Trust**: 75% of the Am Law 200 and 80% of the Global 200 use Elite — massive switching costs and deep integration into law firm operations.
- **Only Cloud-Native Unified Platform**: Competitors often offer fragmented or on-premise solutions; Elite’s single SaaS platform for finance, time, invoicing, and payments is a unique differentiator.
- **Open API Architecture**: Native integration layer with Microsoft Fabric and other tools, avoiding vendor lock-in and enabling modern tech stacks.
- **Security & Compliance**: Enterprise-grade encryption, SOC 2 Type II, ISO 27001, GDPR readiness — critical for multinational law firms with multi-jurisdictional data requirements.

## Strategic Focus
- **Cloud Migration**: Continuing to lead the shift of large law firms from on-premise to cloud (over 400 firms already migrated).
- **AI & Automation**: Embedding AI and predictive analytics into the core platform to automate billing, reduce write-offs, and provide firm-wide insights.
- **Product Expansion**: Integrating the Tranch acquisition to expand payments and financial workflow capabilities.
- **Global Scale**: Handling billions of transactions and millions of invoices across 20+ countries with elastic scaling infrastructure.

## Why Work Here
- **Remote-First Culture**: The company embraces a flexible remote model — most roles are US-remote or remote within select countries (US, Canada, UK, Costa Rica, Philippines, Australia). Corporate offices exist in NYC, Los Angeles, Costa Rica, and the Philippines for those who prefer hybrid [greenhouse.io](https://job-boards.greenhouse.io/elitetechnology/jobs/5200313008).
- **Engineering Culture**: Focus on cloud-native architecture, modern APIs, and AI. Engineers work on large-scale distributed systems serving the world’s largest law firms.
- **Compensation**: Competitive — e.g., Senior Software Engineer base salary range $155,700–$173,000 + variable component [greenhouse.io](https://job-boards.greenhouse.io/elitetechnology/jobs/5200313008).
- **Benefits**: Comprehensive health/dental/vision, retirement plan with employer contribution, generous global parental leave, Calm app subscription, employee discount program, professional development opportunities [greenhouse.io](https://job-boards.greenhouse.io/elitetechnology/jobs/5200313008).
- **Growth Trajectory**: 11% headcount growth YoY, 380% increase in job postings, recent acquisition, and strong PE backing — signals a scaling phase with career advancement opportunities.
- **Leadership**: CEO Mark Dorman (ex-SThree, McGraw-Hill Education), CTO John Machado (ex-UKG/Ultimate Software), CPO Elisabet Hardy (25+ years in legal SaaS) — experienced leadership team from enterprise tech [elite.com](https://www.elite.com/about/leadership).

## Sources
1. [LinkedIn Company Page](https://www.linkedin.com/company/elitetechnologyglobal)
2. [Elite Careers (Greenhouse)](http://job-boards.greenhouse.io/elitetechnology)
3. [Elite Senior Software Engineer Job Posting](https://job-boards.greenhouse.io/elitetechnology/jobs/5200313008)
4. [Elite Leadership Team](https://www.elite.com/about/leadership)
5. [Elite IT Leaders Use Case Page](https://www.elite.com/use-cases-information-technology-leaders)

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