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Jobs · Analyst · Texas

Customer Success Manager – AI Platform

Lumenci · Austin, TX · 1 mo ago
On-siteAnalyst$80k–$115k/yrFull-time

About the role

Lumenci is a premier intellectual property consulting firm specializing in patent litigation, expert witness testimony, and patent monetization. We integrate deep technical expertise with litigation strategy to support high-stakes disputes. Headquartered in Austin, Texas, with offices in San Francisco, New York, and Gurugram, India, we deliver end-to-end support including technical analysis, expert strategy, valuation, and monetization execution.

Responsibilities

  • Own onboarding for law firms, enterprise customers, and early AI platform adopters under the guidance of the Customer Success & GTM Lead.

  • Assist customers in navigating AI-powered product workflows and implementation processes, ensuring a smooth and confident launch.

  • Drive platform adoption by responding to customer questions, documenting best practices, and escalating issues as needed.

  • Capture and organize customer feedback, workflow challenges, and adoption barriers for review by Product and Customer Success leadership.

  • Support coordination of iLumos pilot programs, including scheduling, customer communication, and tracking deliverables.

  • Help structure pilot documentation, including success criteria, timelines, and enablement materials.

  • Collect usage metrics and qualitative feedback from pilot customers and summarize insights for Product and GTM stakeholders.

  • Contribute to playbooks and templates that support scalable onboarding and customer success programs.

  • Support go-to-market initiatives such as preparing customer-facing presentations, assisting with product demos, and engaging early adopters.

  • Partner with Sales, Product, and Marketing to ensure consistent messaging and positioning for iLumos.ai.

  • Maintain CRM and customer tracking data related to pilots, onboarding status, and adoption milestones.

  • Participate in structured customer discovery calls, taking notes and documenting key pain points and workflow needs.

  • Help monitor competing legal tech, AI, and enterprise legal SaaS offerings and summarize relevant insights for the Product team.

  • Assist in organizing customer and market feedback to inform product roadmap discussions.

  • Track pilot outcomes and support conversion of successful pilots into recurring subscription or usage-based revenue opportunities.

  • Help identify upsell and expansion signals and route them to the Customer Success & GTM Lead and Sales.

  • Maintain basic dashboards or reports that show customer health indicators, adoption metrics, and expansion opportunities.

Qualifications

  • 3–5 years of experience in one or more of the following areas: Customer success or account management, Enterprise SaaS or software implementation, Product operations, sales engineering, or revenue operations.

  • Strong written and verbal communication skills, with comfort interacting with external customers and internal stakeholders.

  • Ability to manage multiple tasks, follow structured processes, and maintain accurate documentation.

  • An analytical mindset with the ability to work with basic product usage data, customer feedback, and workflow metrics.

  • Comfortable working in a fast-paced, evolving product environment with a high degree of ownership.

Preferred Qualifications

  • Experience in one or more of the following areas is helpful but not required: Customer success or onboarding for legal SaaS products, Legal technology, IP analytics, or adjacent professional services, Workflow automation, AI-enabled tools, or data-driven products.

  • Familiarity with CRM tools such as Salesforce or HubSpot and collaboration tools such as Jira, Confluence, or similar platforms.

  • Exposure to or interest in go-to-market activities (e.g., supporting demos, pilot programs, or customer discovery).

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