Customer Success Manager

Job title: Customer Success Manager

Job Summary

A fast-growing AI legal technology company is hiring a Customer Success Manager to join its early Customer Success team. This person will own customer relationships post-sale, helping attorneys and litigation teams onboard successfully, adopt the platform, navigate discovery workflows, and drive long-term retention and expansion.

Benefits

• Remote, U.S.-based role
• Opportunity to join one of the first Customer Success hires at a fast-growing AI startup
• Direct exposure to company leadership and strategy
• High-impact role working directly with customers and helping shape the CS function
• Opportunity to work with cutting-edge AI and legal technology

Key Responsibilities

• Own customer accounts from onboarding through renewal

• Drive product adoption, engagement, and measurable customer value

• Run regular customer check-ins and business reviews

• Monitor customer health, usage, renewal risk, and engagement

• Identify expansion and cross-sell opportunities in partnership with Sales and Leadership

• Support attorneys and litigation teams with discovery workflows and case use cases

• Lead customer training and become a product expert

• Troubleshoot customer issues and coordinate escalations when needed

• Partner closely with Sales, Discovery, Product, and Leadership

• Help develop scalable Customer Success playbooks and internal processes

• Ideal Background

• 5+ years of Customer Success, Account Management, or Client Services experience in SaaS or legal technology

• Experience managing enterprise or strategic customer accounts

• Strong experience with lifecycle management, adoption tracking, and renewal forecasting

• Comfortable using customer health metrics and usage data to identify risk and opportunity

• Strong communication and relationship-management skills

• Comfortable learning and supporting a sophisticated technology platform

• Experience with CRM, Customer Success, and analytics tools

• Legal technology, eDiscovery, document analysis, or legal workflow experience strongly preferred

• Experience working with Am Law firms or litigation-support teams is a plus

• Comfortable operating in an early-stage, fast-moving environment

• JOB ID: 181842