Customer Success Manager

Responsibilities

• Own and manage the post-sales customer experience across Luminance's product suite
• Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
• Partner with customers as they adopt AI-driven solutions and modernize their legal workflows
• Guide customers through change management and drive strong user adoption across teams
• Manage onboarding milestones, align stakeholders, and act as a strategic partner as customers modernize their legal operations
• Manage customer engagement and proactively address risks and opportunities
• Identify opportunities for account growth, renewals, and expanded product usage
• Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery
• Deliver product demonstrations, training sessions, and enablement support

Requirements

• Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into LegalTech
• Demonstrated ability to manage structured onboarding processes or customer-facing projects
• Experience supporting customers through technology adoption or organizational change initiatives
• Strong organizational and project management skills, with the ability to manage timelines and stakeholder expectations
• Experience supporting customers on guided, consultative software platforms (not purely self-serve)
• Strong communication and stakeholder-management skills
• Ability to quickly learn and confidently explain advanced product functionality
• An analytical, proactive, and solution-oriented mindset

Pay

$75,000 - $80,000

Schedule

Benefits discretionary