Customer Success Manager (Legal AI Solutions)
USFull-TimeMiddle
Salary93,100 - 172,900 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceAccount ManagementCustomer SuccessSaaS
Requirements
- 5+ years of experience in Customer Success, consulting, account management, or a related customer-facing role.
- Experience ideally within legal technology, SaaS, or enterprise software environments.
- Formal legal education (such as a JD) or substantial experience working with legal professionals, attorneys, or legal technology solutions.
- Strong understanding of customer success principles, including adoption strategy, retention, expansion, and value realization.
- Ability to build trusted relationships with senior executives and serve as a strategic advisor throughout the customer journey.
- Excellent communication and interpersonal skills, with the ability to translate complex technology concepts into clear business outcomes.
- Customer-focused mindset with strong problem-solving abilities and a proactive approach to identifying and resolving challenges.
- Experience collaborating cross-functional with Sales, Product, Marketing, and Support teams.
- Curiosity and enthusiasm for AI, emerging technologies, and the evolution of legal technology.
- Strong organizational skills with the ability to manage multiple customer relationships and priorities effectively.
- Ability and willingness to travel approximately once per month.
Responsibilities
- Build and maintain strategic relationships with customers, serving as a trusted advisor who understands their goals, challenges, and desired business outcomes.
- Manage a portfolio of customers by proactively monitoring adoption, engagement, customer health, and opportunities for increased value.
- Develop and execute customer success plans that align solutions with customer objectives and measurable outcomes.
- Partner with customers to identify business challenges and design tailored AI-powered workflows that improve legal processes and productivity.
- Support organizational change initiatives by helping customers build executive sponsorship, identify internal champions, and encourage successful adoption across legal teams.
- Drive customer engagement through training coordination, adoption strategies, and proactive guidance throughout the customer lifecycle.
- Lead executive business reviews by presenting value delivered, sharing insights, and creating strategic roadmaps for continued success.
- Identify opportunities to improve retention, increase satisfaction, and support account growth through proactive customer engagement.
- Represent customer needs internally by sharing feedback and collaborating with Product, Engineering, Sales, and Support teams to influence future enhancements.
- Travel periodically to support customer relationships and business needs.
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