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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
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Patrick Walker