Customer Success Manager leading a team for adoption of legal tech solutions. Collaborating across departments to enhance customer experiences and drive engagement in the legal industry.
About the role
- Customer Success Manager leading a team for trial enablement and adoption in law firms. Collaborating with Sales, Marketing, and Product for enhanced customer engagement and onboarding strategies.
Responsibilities
- 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.
- 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.
- 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.
- Serve as a structured feedback channel to Product Management and Development teams.
- 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.
Requirements
- 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.
Benefits
- Annual incentive bonus
- country specific benefits
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