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Lead Customer Success Manager
Sin especificarTiempo completoCustomer SuccessEnterprise SoftwareLegal Technology
Lead post-onboarding customer success for a B2B SaaS platform serving in-house legal teams. Own engagement, adoption, education, health, and long-term value realization while helping build the customer success function.
Responsabilidades
- Own ongoing success for active customer accounts after onboarding.
- Track product engagement, usage patterns, sentiment, and account health.
- Identify adoption risks and lead plans to increase engagement and value.
- Build relationships with legal, legal operations, and business stakeholders.
- Drive usage expansion across teams, workflows, departments, and regions.
- Run customer check-ins focused on adoption, impact, education, and next actions.
- Educate customers on effective, responsible, and practical AI use in legal workflows.
- Create training sessions, office hours, enablement programs, and education materials.
- Define customer health metrics, engagement thresholds, risk indicators, and reporting.
- Build playbooks for account reviews, adoption campaigns, education, executive updates, and risk recovery.
- Segment customers by needs, maturity, and engagement level.
- Share structured customer feedback with Product and coordinate with Account Management on renewal readiness, expansion signals, and risk.
- Help establish customer success standards, mentor future hires, and grow the function.
Requisitos
- 5–10 years of experience in customer success, account management, customer education, implementation, solutions consulting, or a similar customer-facing B2B SaaS role.
- Experience managing ongoing relationships with mid-market or enterprise customers.
- Ability to drive adoption and engagement across complex organizations.
- Experience building customer success playbooks, health scoring, engagement programs, or education programs.
- Excellent communication skills and confidence presenting to senior stakeholders.
- Technical curiosity and the ability to explain AI or complex software to non-technical users.
- Ability to collaborate with Account Management, Sales, Product, and Engineering.
- Structured thinking, strong ownership, and a proactive approach to customer risk.
- Practical, adaptable, and accountable approach suited to a startup environment.
Se valora
- Experience working with legal teams, legal operations, contract workflows, or legal technology.
- Familiarity with AI products, knowledge management, contract lifecycle management, matter management, or workflow automation.
- Experience creating webinars, workshops, help content, or community-style customer enablement.
- Experience as an early customer success hire or within a rapidly growing customer success organization.