Lead Customer Success Manager
Core
Lead strategic outcomes for Premier Tier (PSP) legal accounts by orchestrating account teams, driving AI adoption, and serving as a methodology leader for the CSM function.
Role type
Senior IC Lead Customer Success Manager (Legal Tech)
Builds
Premier Tier customer success programs, AI adoption playbooks, and executive-level business reviews
Domain
Legal technology, eDiscovery, litigation operations, compliance
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, AI adoption strategy, change management, executive stakeholder engagement, legal domain expertise, team coaching, commercial acumen, renewal strategy
Preferred skills
Legal practice background, Gainsight advanced user, Premier success program ownership
Technologies
aiR, Gainsight
Responsibilities
Orchestrate PSP account teams and manage overall success program quality; Lead AI workflow integration and governance conversations with GCs; Develop and coach peers on Tier 1 methodology and AI playbooks; Maintain C-suite relationships and co-develop expansion strategies with Sales
Seniority
Senior, hands-on IC with team leadership