Lead Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the ongoing success for Chamelio’s existing customer accounts following the onboarding process.

• Monitor product engagement, usage trends, customer sentiment, and overall account health.

• Proactively identify risks early and develop strategies to enhance adoption and value.

• Foster relationships with legal teams, legal operations, and business stakeholders.

• Assist customers in broadening usage across teams, workflows, departments, and regions.

• Conduct regular check-ins with customers focusing on adoption, impact, education, and next steps.

• Convert passive or under-engaged accounts into active, confident, and high-value users.

• Educate customers on the effective, responsible, and practical application of AI in legal workflows.

• Develop enablement programs, training sessions, office hours, and educational materials for customers.

• Transform AI-related uncertainty or friction into actionable guidance, examples, and product feedback.

• Establish the operational rhythm for customer success at Chamelio.

• Define metrics for customer health, engagement thresholds, risk indicators, and reporting structures.

• Create playbooks for account reviews, adoption initiatives, customer education, executive updates, and risk recovery.

• Segment customers based on their needs, maturity, and engagement levels to tailor appropriate success strategies.

• Collaborate with Product teams to gather structured customer feedback and identify recurring needs.

• Work alongside Account Management on renewal preparation, expansion opportunities, and customer risk, while allowing Account Management to maintain commercial ownership.

• Help establish customer success standards and develop systems and practices for future team members.

• Mentor new hires and contribute to the growth of the customer success function over time.

• Implement practical processes, clear ownership, and strong customer judgment.

⛳️ Requirements

• 5–10 years of experience in customer success, account management, customer education, implementation, solutions consulting, or a related customer-facing B2B SaaS role.

• Proven experience managing ongoing relationships with mid-market or enterprise customers.

• Strong capability to drive adoption and engagement across complex organizations.

• Experience in developing customer success playbooks, health scoring, engagement initiatives, or educational strategies.

• Excellent communication skills, including the ability to present comfortably to senior stakeholders.

• Strong technical curiosity and the ability to explain AI or complex software to non-technical users.

• Ability to collaborate effectively with Account Management, Sales, Product, and Engineering teams.

• Structured thinking, high ownership, and a proactive approach to managing customer risks.

• Startup mindset: practical, accountable, adaptable, and comfortable navigating ambiguity.

• Strong plus: experience working with legal teams, legal operations, contract workflows, or legal tech.

• Strong plus: familiarity with AI products, knowledge management, CLM, matter management, or workflow automation.

• Strong plus: experience creating customer education programs, webinars, workshops, help content, or community-style enablement.

• Strong plus: experience as an early customer success hire or within a rapidly growing customer success organization.

🏝️ Benefits

• Equal opportunity employer dedicated to building an inclusive, thoughtful, and ambitious team.

• Opportunity to influence the customer success function and make an impact on product and leadership decisions.

• Chance to advance into a leadership role while maintaining a customer-facing position.