Strategic Client Success Manager - Time, Legal

Strategic Client Success Manager - Time, Legal Remote East Coast or Hybrid - Charlotte, NC or NYC The Strategic Client Success Manager is a senior individual contributor on Intapp’s Client Success Legal Industry team, responsible for driving adoption and measurable value across a portfolio of enterprise accounts. This role is a generalist across Intapp's product suite with depth of expertise in Intapp Time and Billstream and the broader timekeeping, billing, and profitability domain in law firms. Success in this role turns clients into long-term partners — firms that are fully realizing their Intapp investment, expanding what they do with the platform, and influencing peers in their markets. The Client Success Director operates as a trusted advisor to client stakeholders at all levels — from daily users to C-suite leaders — and serves as the voice of the customer internally to our product and account teams. What you will do: Serve as the primary point of accountability for client health across your portfolio, translating adoption data, business outcomes, and engagement signals into clear, actionable success plans. Identify at-risk accounts early and lead the response — whether that's a remediation plan, an expanded use case, or an executive escalation — to protect and grow the client relationship. Align with Account Managers to ensure success plans, commercial priorities, and relationship milestones are coordinated. Drive proactive, outcome-focused engagement with assigned accounts. Participate in and contribute to client business reviews, presenting health and adoption metrics alongside recommendations. Serve as a subject matter expert in Intapp Time and Billstream with the ability to apply generalist knowledge across the broader Compliance and Intapp product lines. Consult with clients post-deployment to ensure they capitalize on all available solution features and that implemented solutions meet their organizational needs. Build a visible presence as a trusted advisor in the market through user group leadership, active participation in Intapp's client community, and thought leadership at industry conferences and events. Serve as the voice of the customer on new features and development priorities. Reinforce and expand knowledge of Intapp's product portfolio, competitive landscape, and industry dynamics on an ongoing basis. What you will need: 8+ years of experience in client success, solution advisory, or consulting roles serving professional services firms, ideally in the legal industry. Demonstrated expertise with Intapp Time and/or Billstream or equivalent timekeeping, e-billing, or profitability management systems in a professional services environment. Proven ability to manage the client success of a portfolio of enterprise accounts, including executive-level stakeholder relationships. Strong consultative and communication skills: ability to listen carefully, influence at all levels, and navigate complex organizational dynamics. Experience with change management or developing adoption strategies for enterprise technology platforms. Strong analytical skills and ability to synthesize input from multiple sources into clear client-facing recommendations. Resourceful problem-solver with results orientation and strong time management discipline. Bachelor’s degree required. Ability to travel up to 10-20% of the year for client visits, user group sessions, and industry events. Preferred Experience across the broader Intapp product suite, particularly Intake, Conflicts, Terms or Walls. Familiarity with practice management systems as they relate to compliant timekeeping and billing workflows. Exposure to financial management systems such as Elite 3e or Aderant. Experience in a publicly traded, growth-stage software company. What you will gain at Intapp: At Intapp, you'll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You'll be part of a growing public company, with a modern work environment that's connected yet flexible and where your professional growth and well-being are top priorities. We'll collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork. Here, you will have the opportunity to: Expand Your Skills: Unlock your potential with professional development opportunities supported by a community of experienced professionals. We offer reimbursement for training and continuing education to help you stay ahead in your career. Enjoy Where You Work: Thrive in our modern, open offices designed to inspire creativity and collaboration. Our complimentary lunches and fully stocked kitchens ensure you have everything you need to stay energized throughout the day. Support What Matters Most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family. Our family-formation benefits and support during your family-building journey ensure you have the resources you need when it matters most. We believe in giving back and supporting our communities with paid volunteer time off and a donation matching program for the causes you care about. Join us and be a part of a collaborative and welcoming culture where your contributions are valued, and your professional growth is a priority. Together, we are building a company of long-term value that we can all be proud of. Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws. Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/ . If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.