Customer Success Manager, Enterprise

Accountabilities • Lead enterprise customers from kickoff through successful adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post-launch engagement.

• Help legal teams incorporate AI into everyday workflows spanning contracts, research, drafting, policies, and playbook-based reviews.

• Monitor product usage and customer engagement to identify adoption blockers, risks, and opportunities for improvement.

• Own or contribute to renewal and expansion strategies for enterprise and strategic accounts, using adoption metrics, customer outcomes, stakeholder engagement, and ROI analysis to build compelling commercial narratives.

• Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders.

• Lead customer-facing demos, onboarding sessions, office hours, training programs, and executive business reviews tailored to legal audiences.

• Translate customer feedback and recurring adoption themes into clear product insights and actionable roadmap recommendations.

• Partner closely with Sales, Product, Support, and senior leadership to coordinate customer outcomes and ensure a seamless experience throughout the lifecycle.

• Proactively identify opportunities to improve customer value, strengthen adoption, and support account growth.

• Operate with a high degree of ownership and urgency, bringing structure and sound judgment to ambiguous customer and business challenges.

Requirements

• 3–7 years of experience in B2B SaaS Customer Success or a comparable customer-facing role.

• Demonstrated experience managing onboarding, adoption, renewals, or expansion for enterprise or strategic customers.

• Strong presentation and facilitation skills, with confidence leading live product demonstrations, customer training sessions, office hours, and executive business reviews.

• Ability to use customer data, product usage metrics, and business outcomes to develop persuasive renewal and expansion strategies.

• Strong discovery, communication, and relationship-management capabilities, including the ability to identify customer risks and adoption blockers early.

• Ability to quickly learn technical products and translate complex concepts into clear, accessible explanations for non-technical audiences.

• Strong ownership mindset, sound judgment, resourcefulness, and comfort making decisions in a fast-paced, rapidly changing environment.

• Experience working in a startup or scale-up where processes, systems, and operating models are still evolving.

• Familiarity with legal, compliance, finance, HR, or other professional-services environments is an advantage.

• Experience with AI, legal technology, productivity software, workflow automation, knowledge management, or collaboration tools is a plus.

• Willingness to participate in a hub-oriented working model, including regular in-person collaboration, team activities, and customer engagements.

• Ability to travel up to approximately 10% when required.

Benefits

• Base and total compensation opportunity ranging from  $128,000–$180,000 , with final compensation determined by experience, qualifications, leveling, market conditions, and location.

• Equity participation  as part of the overall compensation package.

• Commission and OTE opportunities  tied to commercial performance.

• Opportunity to work at the intersection of  AI, SaaS, and legal technology  during a period of rapid industry transformation.

• High level of ownership and autonomy, with the opportunity to shape customer success processes and operating practices.

• Direct exposure to senior customer stakeholders, including General Counsel and Legal Operations leaders.

• Collaborative, distributed working environment across North America.

• Regular opportunities for in-person collaboration through hub-based coworking, team meals, customer engagements, and company offsites.

• Up to  10% travel  for customer-facing and team activities.

• Inclusive workplace committed to equal opportunity and reasonable accommodations throughout the hiring process.

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