Senior Strategic Customer Success Manager

Role Overview

The Senior Customer Success Manager owns outcomes for a portfolio of large, complex, or strategically important accounts and raises the bar for what excellence looks like across the team. This role operates as a strategic consultant and change-management partner, helping customers adopt new product features and transform how they practice law with AI.

What You Will Do

Own Customer Outcomes End-to-End, Lead AI Adoption and Change Management, Lead Risk, Retention, and Growth Strategy, Operate with Executive Presence and Stakeholder Depth, Elevate Team Standards and Build Leverage

Why It Might Be a Fit

5–8 years in Customer Success, Consulting, or Account Management, with demonstrated ownership of complex enterprise relationships, Proven record of driving measurable customer outcomes, Strong analytical fluency, Executive presence, AI fluency, Change-management capability

Requirements

• Experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment
• Account Management, Collaboration, Communication, Customer Advocacy, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning

Benefits

• Competitive base salary
• Annual performance bonus
• Long-term incentives