Lead Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Customer Success Manager based in United States.

This is a senior, customer-facing role focused on driving sustained value, engagement, and adoption across an active B2B SaaS customer base. You will help customers deepen their use of AI-enabled solutions, build confidence in new workflows, and achieve measurable outcomes after implementation. Working closely with Account Management, Product, Sales, and Engineering, you will own customer health, education, engagement, and long-term value realization. You will also help establish the operating model for customer success, including playbooks, health metrics, engagement programs, and education initiatives. The role offers significant visibility and influence within a growing organization, with the opportunity to shape both customer experience and internal processes. Over time, you will help mentor new hires and contribute to building a scalable, high-performing customer success function.

• Own ongoing customer success for active accounts following onboarding, maintaining strong relationships and ensuring customers consistently realize value from the platform.
• Monitor product engagement, usage patterns, customer sentiment, and account health to identify risks early and proactively develop plans that improve adoption, engagement, and outcomes.
• Build trusted relationships with legal, legal operations, and business stakeholders, helping customers expand usage across teams, workflows, departments, and regions.
• Lead regular customer conversations focused on adoption, impact, education, and next best actions, with a particular focus on turning passive or under-engaged accounts into confident, high-value users.
• Educate customers on how to use artificial intelligence effectively, responsibly, and practically within legal workflows, helping teams understand capabilities, appropriate use cases, and ways to build confidence in AI-assisted work.
• Develop repeatable customer enablement initiatives, including training sessions, office hours, educational materials, webinars, workshops, and other programs that support ongoing learning and adoption.
• Translate customer questions, uncertainty, and workflow friction into practical guidance and structured product feedback, while staying current on developments in legal AI, legal operations, and customer adoption best practices.
• Build and continuously improve the customer success operating model, including health metrics, engagement thresholds, risk indicators, reporting, account review processes, adoption campaigns, education programs, and risk-recovery playbooks.
• Segment customers according to their needs, maturity, and engagement levels to ensure success motions are appropriately tailored and scalable.
• Partner with Product to communicate structured customer feedback, identify recurring needs, and influence improvements based on real customer behavior and outcomes.
• Collaborate with Account Management on renewal readiness, expansion signals, and customer risks while maintaining a clear separation between customer success ownership and commercial account ownership.
• Help define standards for excellent customer success, establish practical systems and processes, mentor future team members, and contribute to building a scalable function without sacrificing customer judgment or responsiveness.

Requirements:

• Bring 5–10 years of experience in customer success, account management, customer education, implementation, solutions consulting, or a comparable customer-facing B2B SaaS environment.
• Demonstrated experience managing ongoing relationships with mid-market or enterprise customers and driving sustained adoption, engagement, and value across complex organizations.
• Experience creating or improving customer success playbooks, customer health scoring, engagement programs, education initiatives, or similar scalable customer programs.
• Excellent communication and presentation skills, with the confidence to engage effectively with senior stakeholders and explain complex concepts clearly to different audiences.
• Strong technical curiosity and the ability to understand and communicate AI capabilities, software workflows, and technical concepts to non-technical users.
• Proven ability to collaborate effectively with Account Management, Sales, Product, Engineering, and other cross-functional teams while maintaining clear ownership of customer outcomes.
• Strong organizational and analytical thinking, high ownership, sound customer judgment, and a proactive approach to identifying and addressing customer risk.
• Comfortable working in a startup or rapidly evolving environment where priorities can change quickly and processes need to be built and refined along the way.
• Experience working with legal teams, legal operations, contract workflows, or legal technology is a strong plus.
• Familiarity with AI products, knowledge management, contract lifecycle management, matter management, workflow automation, or related technologies is advantageous.
• Experience creating customer education programs, webinars, workshops, help content, or community-style enablement initiatives is preferred.
• Previous experience as an early customer success hire or within a rapidly scaling customer success organization is highly valued.

Benefits:

• Opportunity to shape customer success strategy and operating practices within a growing, AI-focused B2B SaaS environment.
• High level of ownership and direct influence over customer engagement, adoption, education, and long-term value realization.
• Close collaboration with customers, Product, Account Management, Sales, Engineering, and leadership.
• Opportunity to help build scalable customer success systems, playbooks, and standards from an early stage.
• Potential to mentor future team members and grow into broader customer success leadership responsibilities.
• Exposure to AI adoption, legal technology, knowledge management, and modern workflow automation.
• Opportunity to help organizations adopt AI in practical, responsible, and meaningful ways.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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