Customer Success Manager

The company [link for members] is the legal intelligence platform built for in-house legal teams and companies. Your decisions shape the product, your impact is immediate, and you own your work from day one.

More than 2,100 companies [link for members] run their legal work on the company, including 300+ public companies, 75+ unicorns, and teams at Nestlé, Hitachi Digital, Lockheed Martin, Miro, Bass Pro Shops, Riot Games, SKIMS, Liquid Death, Vercel, TIME, and Post Holdings. The platform holds an 80 NPS, more than double the B2B SaaS industry average, reinforcing the company as the leading legal AI platform for companies of all sizes.

The company has doubled ARR in six months. We won #1 Highest Customer Satisfaction [link for members] at the 2026 SaaS Awards. Our investors include Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel.

You’ll define how things get built, not follow someone else’s playbook. Six principles guide how the team works:

• 📈 1% Better Every Day: small, compounding improvements across everything you ship.

• ❤️‍🔥 Customer Obsession: start with the customer and work backward.

• 🚀 Ship Today: bias toward action and iteration over perfection.

• 🧗 Find a Way: resourcefulness and ambition over constraint.

• 🤝 Care: be direct, like an honest friend, even when it’s uncomfortable.

• 🎯 Own It: full accountability, proactive communication, and attention to detail.

ABOUT THE ROLE

As a Customer Success Manager at the company, you will own two critical moments in the customer lifecycle: onboarding and renewal. You will help legal teams adopt AI in their daily work by building rollout plans, training users, monitoring adoption, identifying risk, and showing measurable value to legal leaders.

This is a hands-on role for someone who wants commercial ownership, close customer relationships, and direct impact at a fast-growing B2B SaaS startup. You will work closely with Sales, Product, Support, and the founding team to make sure customers are successful from kickoff through renewal.

WHAT YOU'LL DO

• Lead customers from kickoff through adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post-launch follow-up.

• Monitor usage, identify blockers, and help legal teams build the company into daily workflows across contracts, research, drafting, policies, and playbook-based review.

• Own or partner on renewal strategy for enterprise and strategic accounts, using adoption data, customer outcomes, stakeholder engagement, and ROI analysis to support renewal and expansion conversations.

• Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders.

• Translate customer feedback into clear product insights, adoption themes, and roadmap input for the Product team.

• Lead live demos, onboarding sessions, office hours, and executive business reviews tailored to legal audiences.

REQUIRED EXPERIENCE

• 3-7 years of experience in B2B SaaS Customer Success or a similar customer-facing role.

• Experience owning onboarding, adoption, renewals, or expansion for enterprise and strategic customers.

• Strong presentation skills, including comfort leading live demos, customer trainings, office hours, and executive business reviews.

• Ability to use customer data, product usage, and business outcomes to build renewal and expansion narratives.

• Strong discovery and relationship management skills, including the ability to identify adoption blockers and customer risk early.

• Comfort learning technical products and explaining them clearly to non-technical users.

• Ownership mindset, sound judgment, and comfort operating in a fast-paced startup environment.

• Experience working at a startup or scale-up where a process is still being built.

NICE TO HAVE

• Experience supporting legal, compliance, finance, HR, or other professional-services-oriented teams.

• Experience with AI, legal tech, productivity software, workflow automation, knowledge management, or collaboration tools.

This role is based in one of our hub cities. For most of our team, being in a hub is how the distributed model works: it's where we concentrate in-person collaboration, community, and the investment we make in people over time. We strongly prefer candidates already in the company hub metro, and expect regular in-person time — coworking, team meals, and quarterly offsites — plus up to 10% travel.

If you're not in a hub today, we'll consider candidates open to relocating to one.

A NOTE ON PACE

We’re building something new in a once-in-a-generation shift in technology and the legal industry, so we move at a relentless pace. We expect urgency, ownership, and good judgment even when things aren’t perfectly clear. If you need structure and consensus to do your best work, this isn’t the right place for you. If you thrive in ambiguity and growth, work with intensity, and want real responsibility, keep reading. We’re excited to meet you.

HOW WE WORK TOGETHER

The company is a distributed company with team members across North America, and soon Europe. We believe that because our business is AI, human connection matters more, not less. We invest in bringing people together through our hub model: regular coworking sessions, customer dinners, team and company offsites. If you’re in a location without an office, expect up to 10% travel (and more for customer-facing roles).

Team members in the San Francisco Bay Area and Provo, UT (within 50 miles of the office) work together on Tuesdays, Wednesdays, and Thursdays. As we grow, we plan to establish permanent offices in more hub cities [link for members] and we will look to our team members to help build that in-person culture. We currently hire across the United States and Canada.

PERKS & BENEFITS

We proudly offer the following benefits for our full-time employees

🏥 Medical, Dental & Vision — Comprehensive coverage for you and your family

❤️ Life & Disability Insurance — Added protection when you need it most

💰 Retirement Plan — Plan and save for your future

👶 Parental Leave — Time to focus on what matters most

📚 Continuous Development — Up to $3,000/year for job-related learning & development

🍽️ In-Office Meals — DoorDash credits for breakfast, lunch & dinner

🌴 Paid Time Off — 15 PTO days + 5 sick days, with opportunities to accrue more

🎉 Company Holidays — 15 company holidays + 3 additional “Me Days”

💻 Home Office Setup — $500 for new hires to build out their workspace

📱 Cell Phone Reimbursement — $50/month toward your phone bill

🚚 Relocation Support — Assistance to help make your move easier

EQUAL OPPORTUNITY EMPLOYMENT

The company is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. The company is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. #LI-GCAI

FRAUD NOTICE TO the company APPLICANTS

To protect yourself against phishing and recruitment fraud, please note that the company only accepts job applications through our official careers page at [link for members] [link for members] and through sponsored jobs on LinkedIn. All legitimate communication from our team regarding job opportunities will come from the company team member with a [link for members] [link for members] or [link for members] [link for members] email address.

The company will never

• Refer you to external websites to apply

• Conduct interviews over email, chat platforms, or messaging apps

• Ask you to provide payment or purchase equipment

• Request personal or financial information such as your mailing address, social security number, credit card numbers, or banking information during the application process

Examples of fraudulent email addresses

• [link for members]

• [link for members]

• Any email address ending in [link for members] [link for members] [link for members] [link for members] or other free email services

If you are contacted by someone claiming to be from the company via an unofficial channel or from a suspicious email address, please do not share any information. Mark the communication as "phishing" or "spam" and do not respond.