Customer Success Manager

You will own the post-sales customer experience and lead structured onboarding engagements. You will align milestones, timelines, and stakeholders; guide technology adoption and change management; monitor engagement and risks; identify growth and renewal opportunities; deliver demonstrations and training; and represent customer feedback internally.

Responsibilities

• Own the post-sales customer experience
• Lead structured onboarding engagements
• Align onboarding milestones, timelines, and stakeholders
• Guide technology adoption and change management
• Act as the primary contact during onboarding and early lifecycle phases
• Build relationships with legal and business stakeholders
• Partner with Sales, Implementation Specialists, Product, and Support
• Monitor customer engagement and address risks and opportunities
• Identify account growth, renewal, and expanded usage opportunities
• Advocate for customer feedback and priorities
• Deliver product demonstrations, training, and enablement support

Requirements

• Experience in Customer Success, Account Management, Project Management, Implementation, or a related B2B SaaS customer-facing role, or legal professional experience transitioning into LegalTech
• Experience managing structured onboarding processes or customer-facing projects
• Experience supporting technology adoption or organizational change
• Project management and stakeholder-management skills
• Experience supporting customers on guided consultative software platforms
• Communication skills
• Ability to learn and explain advanced product functionality
• Bachelor’s degree or equivalent practical experience