Customer Success Manager, Enterprise

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, Enterprise based in United States.

This role gives you ownership of two pivotal stages of the enterprise customer journey: onboarding and renewal. You’ll help legal teams integrate AI into their everyday workflows while driving adoption, measurable outcomes, and long-term customer value. You’ll build trusted relationships with General Counsel, Legal Operations leaders, champions, and executive stakeholders. Working across Sales, Product, Support, and leadership, you’ll turn customer needs into actionable solutions and product insights. The role combines hands-on customer engagement with commercial responsibility for enterprise and strategic accounts. It’s an ideal opportunity for a customer-obsessed professional who thrives in a fast-moving environment where processes are still being built.

Accountabilities

• Lead enterprise customers from kickoff through successful adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post-launch engagement.
• Help legal teams incorporate AI into everyday workflows spanning contracts, research, drafting, policies, and playbook-based reviews.
• Monitor product usage and customer engagement to identify adoption blockers, risks, and opportunities for improvement.
• Own or contribute to renewal and expansion strategies for enterprise and strategic accounts, using adoption metrics, customer outcomes, stakeholder engagement, and ROI analysis to build compelling commercial narratives.
• Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders.
• Lead customer-facing demos, onboarding sessions, office hours, training programs, and executive business reviews tailored to legal audiences.
• Translate customer feedback and recurring adoption themes into clear product insights and actionable roadmap recommendations.
• Partner closely with Sales, Product, Support, and senior leadership to coordinate customer outcomes and ensure a seamless experience throughout the lifecycle.
• Proactively identify opportunities to improve customer value, strengthen adoption, and support account growth.
• Operate with a high degree of ownership and urgency, bringing structure and sound judgment to ambiguous customer and business challenges.

Requirements

• 3-7 years of experience in B2B SaaS Customer Success or a comparable customer-facing role.
• Demonstrated experience managing onboarding, adoption, renewals, or expansion for enterprise or strategic customers.
• Strong presentation and facilitation skills, with confidence leading live product demonstrations, customer training sessions, office hours, and executive business reviews.
• Ability to use customer data, product usage metrics, and business outcomes to develop persuasive renewal and expansion strategies.
• Strong discovery, communication, and relationship-management capabilities, including the ability to identify customer risks and adoption blockers early.
• Ability to quickly learn technical products and translate complex concepts into clear, accessible explanations for non-technical audiences.
• Strong ownership mindset, sound judgment, resourcefulness, and comfort making decisions in a fast-paced, rapidly changing environment.
• Experience working in a startup or scale-up where processes, systems, and operating models are still evolving.
• Familiarity with legal, compliance, finance, HR, or other professional-services environments is an advantage.
• Experience with AI, legal technology, productivity software, workflow automation, knowledge management, or collaboration tools is a plus.
• Willingness to participate in a hub-oriented working model, including regular in-person collaboration, team activities, and customer engagements.
• Ability to travel up to approximately 10% when required.

Benefits

• Base and total compensation opportunity ranging from $128,000-$180,000, with final compensation determined by experience, qualifications, leveling, market conditions, and location.
• Equity participation as part of the overall compensation package.
• Commission and OTE opportunities tied to commercial performance.
• Opportunity to work at the intersection of AI, SaaS, and legal technology during a period of rapid industry transformation.
• High level of ownership and autonomy, with the opportunity to shape customer success processes and operating practices.
• Direct exposure to senior customer stakeholders, including General Counsel and Legal Operations leaders.
• Collaborative, distributed working environment across North America.
• Regular opportunities for in-person collaboration through hub-based coworking, team meals, customer engagements, and company offsites.
• Up to 10% travel for customer-facing and team activities.
• Inclusive workplace committed to equal opportunity and reasonable accommodations throughout the hiring process.