Lead Customer Success Manager
New
J
JobgetherB2B SaaS, Legal Tech
Based in United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5–10 years
- Required Skills
- Artificial IntelligenceCustomer SuccessAccount ManagementAnalytical thinking
Requirements
- 5–10 years of experience in customer success, account management, customer education, or solutions consulting in a B2B SaaS environment.
- Proven experience managing ongoing relationships with mid-market or enterprise customers.
- Demonstrated ability to create or improve customer success playbooks, health scoring, and engagement programs.
- Strong technical curiosity with the ability to explain AI capabilities and software workflows to non-technical users.
- Excellent communication and presentation skills for senior stakeholder engagement.
- Ability to collaborate effectively across Product, Sales, Engineering, and Account Management.
- Experience working in a startup or rapidly evolving environment with changing priorities.
- Experience with legal teams, legal operations, or contract workflows is a strong plus.
- Familiarity with AI products, contract lifecycle management, or workflow automation is advantageous.
- Experience creating customer education programs or community-style enablement initiatives is preferred.
Responsibilities
- Own ongoing customer success for active accounts following onboarding, maintaining strong relationships and ensuring value realization.
- Monitor product engagement, usage patterns, and account health to identify risks and proactively develop improvement plans.
- Build relationships with legal, legal operations, and business stakeholders to drive expansion across teams and departments.
- Educate customers on practical, responsible use of AI within legal workflows through training, webinars, and workshops.
- Develop and improve the customer success operating model, including health metrics, engagement thresholds, and risk-recovery playbooks.
- Partner with Product to communicate structured feedback and influence improvements based on real customer behavior.
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