Lead a team of Customer Success Consultants to drive trial enablement, onboarding, and adoption of drafting and DMS-integrated solutions for law firms. Build scalable programs, analyze usage data to identify expansion and risk, collaborate cross-functionally with Sales, Product, Marketing, and Data Science, engage executive stakeholders, and support renewals by improving customer health and demonstrating measurable value.
Do you enjoy building solid internal and external relationships resulting in growth?
Do you enjoy collaborating cross-functionally to deliver on common goals
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
- 5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal-tech environment
- 2+ years of people leadership experience
- Demonstrated experience using product usage data and analytics to drive adoption strategy
- Experience working cross-functionally with Sales, Marketing, Product, and analytics teams
- Strong executive communication skills with the ability to influence senior stakeholders in law firms
- Experience designing onboarding frameworks or scalable enablement programs
- Ability to synthesize complex signals and identify broader portfolio trends
Preferred Experience
- Experience with drafting automation, generative AI tools, or document management system integrations
- Familiarity with AmLaw or mid-sized law firm operational structures
- Exposure to legal innovation, knowledge management, or AI transformation initiatives
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights.
Similar Jobs
Artificial Intelligence • Information Technology • Machine Learning • Natural Language Processing • Productivity • Software • Generative AI
Lead and develop a team of eight Account Executives for the Commercial (Mid-Market) segment. Drive quota attainment, coaching, forecasting, pipeline accuracy in Salesforce, hiring and onboarding, cross-functional GTM execution, and streamline sales processes while occasionally acting as a player-coach in customer negotiations.
Top Skills:
AICRMMeddpiccSaaSSalesforce
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Field‑based Pediatric Clinical Development Medical Director providing pediatric medical and site engagement expertise to accelerate site startup, optimize recruitment, resolve site‑level clinical/operational issues, and inform study execution for pediatric programs (initial focus on rimegepant). Partners with global development leads, study clinicians, and clinical operations to identify sites, support protocol interpretation and feasibility, and communicate actionable site insights to mitigate risks and improve enrollment.
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Field‑based pediatric clinical development leader responsible for engaging pediatric investigators and sites, accelerating site startup, optimizing recruitment, resolving site issues, and communicating actionable site insights to study teams. Partners with global development leads, clinical operations, and study clinicians to support pediatric trial feasibility, site identification, and execution, with emphasis on pediatric rimegepant programs and measurable site impact through extensive US travel.
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
