Senior Customer Success Manager, AI
New
L
LitifyLegal Technology
Anywhere, USAFull-TimeSenior
Salary$100k - 120k base salary
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Job Details
- Experience
- 5 years of Customer Success experience
- Required Skills
- Artificial IntelligenceData AnalysisCustomer SuccessSaaSGenerative AI
Requirements
- 5 years of Customer Success experience in a SaaS environment, preferably supporting mid-market or scaled customer segments.
- Strong technical aptitude and AI curiosity, with the ability to understand, explain, and apply AI concepts (e.g., generative AI, prompt-based workflows, automation) in practical, business-facing ways.
- Experience driving adoption of complex or emerging technology, ideally AI-powered or data-driven products.
- Proven ability to design solutions and best practices by gathering requirements, synthesizing feedback, and tailoring recommendations to different customer workflows.
- Consultative customer success experience, with a track record of building trusted relationships and driving measurable outcomes.
- Comfort working cross-functionally with Product, Engineering, Sales, and Marketing to influence roadmap and go-to-market efforts.
- Strong analytical and storytelling skills, able to use data and usage insights to articulate impact.
- Excellent written and verbal communication skills, including experience presenting technical topics to various stakeholders.
- Experience enabling and training users on new technology.
Responsibilities
- Own a portfolio of AI Clients, providing ongoing support, strategic guidance, and consulting to ensure the clients’ success and satisfaction with the Litify platform.
- Drive AI Adoption & Value by participating in onboarding and leading continual enablement of LitifyAI customers, ensuring users understand how to incorporate AI into their everyday workflows.
- Identify opportunities to expand AI usage within accounts through new use cases, success stories, and data-driven recommendations.
- Develop and maintain playbooks, best practices, and success frameworks that accelerate adoption across firm types.
- Gather & surface feedback by conducting structured interviews and check-ins with firms to capture product feedback and emerging use cases.
- Partner with Product and Marketing to translate customer insights into roadmap inputs, enablement content, and customer stories.
- Track and communicate recurring themes from customer feedback to influence prioritization and strategy.
- Act as a Cross-Functional Stakeholder working closely with Product, Engineering, Sales, Marketing, and LSAP to ensure customers receive a consistent and high-impact AI experience.
- Represent the voice of the customer in AI-related discussions from feature prioritization to enablement strategy.
- Participate in customer-facing forums, advisory boards, and internal education initiatives to promote AI adoption.
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