Customer Success Manager (Legal AI Solutions)

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager (Legal AI Solutions) based in the United States. This role offers the opportunity to help legal professionals unlock the full potential of innovative AI-powered solutions through strategic customer partnerships.

Responsibilities

• Build and maintain strategic relationships with customers, serving as a trusted advisor who understands their goals, challenges, and desired business outcomes.
• Manage a portfolio of customers by proactively monitoring adoption, engagement, customer health, and opportunities for increased value.
• Develop and execute customer success plans that align solutions with customer objectives and measurable outcomes.
• Partner with customers to identify business challenges and design tailored AI-powered workflows that improve legal processes and productivity.
• Support organizational change initiatives by helping customers build executive sponsorship, identify internal champions, and encourage successful adoption across legal teams.
• Drive customer engagement through training coordination, adoption strategies, and proactive guidance throughout the customer lifecycle.
• Lead executive business reviews by presenting value delivered, sharing insights, and creating strategic roadmaps for continued success.
• Identify opportunities to improve retention, increase satisfaction, and support account growth through proactive customer engagement.
• Represent customer needs internally by sharing feedback and collaborating with Product, Engineering, Sales, and Support teams to influence future enhancements.
• Travel periodically to support customer relationships and business needs.

Requirements

• 5+ years of experience in Customer Success, consulting, account management, or a related customer-facing role, ideally within legal technology, SaaS, or enterprise software environments.
• Formal legal education (such as a JD) or substantial experience working with legal professionals, attorneys, or legal technology solutions.
• Strong understanding of customer success principles, including adoption strategy, retention, expansion, and value realization.
• Ability to build trusted relationships with senior executives and serve as a strategic advisor throughout the customer journey.
• Excellent communication and interpersonal skills, with the ability to translate complex technology concepts into clear business outcomes.
• Customer-focused mindset with strong problem-solving abilities and a proactive approach to identifying and resolving challenges.
• Experience collaborating cross-functionally with Sales, Product, Marketing, and Support teams to achieve shared objectives.
• Curiosity and enthusiasm for AI, emerging technologies, and the evolution of legal technology.
• Strong organizational skills with the ability to manage multiple customer relationships and priorities effectively.
• Ability and willingness to travel approximately once per month.

Benefits

• Competitive total compensation range of $93,100 - $172,900 USD, including base pay and target incentive opportunities depending on location, skills, and experience.
• Flexible remote work environment with the ability to work from anywhere for designated periods each year.
• Comprehensive healthcare benefits, including medical, dental, vision, disability, and life insurance programs.
• Competitive retirement savings plan with company matching.
• Generous paid time off, paid holidays, and company-wide mental health days.
• Tuition reimbursement and opportunities for continuous learning and professional development.
• Access to wellness programs, mental health resources, fitness support, and employee assistance programs.
• Flexible work policies designed to support personal and professional balance.
• Opportunities to contribute to meaningful technology initiatives that help transform professional services and improve access to trusted information.
• Inclusive workplace culture focused on collaboration, innovation, and employee growth.