Customer Success Manager – AI & Legal Solutions

Role Overview

The Customer Success Manager will own outcomes for a portfolio of Australian customers using AI solutions, translating business goals into measurable success plans, driving adoption from first value to scaled rollout, and building executive-level relationships that make renewals and expansion a natural next step.

What You Will Do

The Customer Success Manager will lead onboarding and implementation end-to-end, drive ongoing adoption by embedding CoCounsel into priority legal workflows and practice group routines, proactively identify, validate, and scale new use cases, and quantify and communicate ROI through agreed success metrics and QBR-style business reviews.

Why It Might Be a Fit

The ideal candidate will be a proactive, data-driven Customer Success professional who can engage credibly with senior legal stakeholders and confidently drive change within complex organisations.

Requirements

• 3+ years practising in a law firm or in-house team
• 4+ years in Customer Success / Account Management / Implementation in B2B SaaS
• Experience with legal software solutions
• Customer experience (onboarding, success planning and retention management)
• Cross collaboration, experience working across different functions and successful stakeholder engagement
• Product/technical aptitude: ability to quickly learn about AI platforms, translate business goals into use cases and troubleshoot/common triage before handoff
• Working knowledge of the Australian legal market and willingness to travel domestically as required

Benefits

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing