Position Overview
We are seeking a strategic and analytical Customer Success Manager to lead a team of four Customer Success Consultants responsible for trial enablement, post-sale training, and long-term adoption of our drafting and DMS integration solutions within law firms. This is a performance-driven leadership role measured by adoption depth, customer engagement, renewal support, and overall portfolio health. The role operates at the center of a highly cross-collaborative ecosystem, partnering closely with Sales, Marketing, Product, Development, and Data Science to ensure customer insights translate into improved onboarding, stronger adoption programs, and continuous product enhancement.
The ideal candidate can operate both tactically and strategically — identifying usage trends across accounts, designing scalable onboarding and adoption programs, and equipping their team with a clear framework for consistent execution. This leader must be comfortable zooming out to see systemic patterns across the portfolio while also diving into account-level insights when necessary.
Key Responsibilities
Team Leadership and Execution Framework
Lead, coach, and develop a team of four Customer Success Consultants focused on trials, onboarding, and adoption of drafting and DMS-integrated solutions. Establish a structured operating model that defines success milestones, engagement cadences, and adoption benchmarks. Provide clear implementation frameworks and playbooks that Consultants can consistently execute across firms.
Adoption Strategy and Program Development
Analyze product usage data in partnership with Data Science and internal analytics teams to identify adoption trends, expansion opportunities, and risk signals across the customer base. Translate insights into scalable onboarding programs, advanced feature enablement initiatives, and targeted adoption campaigns. Develop measurable adoption KPIs and reporting mechanisms to track engagement depth and long-term value realization.
Cross-Functional Collaboration
Work closely with Sales to ensure smooth trial-to-post-sale transitions and aligned customer expectations. Partner with Marketing to inform targeted enablement content and adoption campaigns. Collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real-world workflow friction. Act as a bridge between customer experience and internal execution, ensuring alignment across go-to-market and product teams.
Portfolio-Level Insight and Strategic Oversight
Move beyond individual account activity to identify systemic themes, friction points, and behavioral trends. Balance tactical support with strategic oversight—ensuring the team focuses on high-impact initiatives rather than reactive activity.
Voice of the Customer
Serve as a structured feedback channel to Product Management and Development teams. Synthesize recurring pain points, workflow barriers, feature requests, and competitive pressures into actionable insights. Advocate for enhancements that improve integration, drafting efficiency, and user experience within real-world legal workflows.
Executive and Stakeholder Engagement
Engage credibly with C-suite executives, Managing Partners, AI Innovation Attorneys, KM leaders, and law librarians to secure internal buy-in and drive organizational adoption. Address strategic concerns around AI usage, workflow disruption, risk mitigation, and ROI. Support firms in aligning technology adoption with broader innovation initiatives.
Renewal Support and Customer Health
Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value. Monitor health indicators and proactively address risks that may impact retention.
Qualifications
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5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal-tech environment
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2+ years of people leadership experience
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Demonstrated experience using product usage data and analytics to drive adoption strategy
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Experience working cross-functionally with Sales, Marketing, Product, and analytics teams
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Strong executive communication skills with the ability to influence senior stakeholders in law firms
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Experience designing onboarding frameworks or scalable enablement programs
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Ability to synthesize complex signals and identify broader portfolio trends
Preferred Experience
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Experience with drafting automation, generative AI tools, or document management system integrations
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Familiarity with AmLaw or mid-sized law firm operational structures
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Exposure to legal innovation, knowledge management, or AI transformation initiatives
U.S. National Base Pay Range: $115,400 - $192,300. Geographic differentials may apply in some locations to better reflect local market rates. If performed in Colorado, the base pay range is $115,400 - $192,300.If performed in Illinois, the base pay range is $121,200 - $201,900.If performed in Chicago, IL, the base pay range is $126,900 - $211,500.If performed in New York, the base pay range is $126,900 - $211,500.If performed in New York City, the base pay range is $138,400 - $230,700.If performed in Rochester, NY, the base pay range is $115,400 - $192,300.If performed in Ohio, the base pay range is $109,500 - $182,700. This job is eligible for an annual incentive bonus. Application deadline is 05/30/2026.
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