Legal Content Customer Success Manager

This is a fully remote position, open to applicants in New York, +2 more states.

📋 Description

• Assist clients throughout the Corporate Legal product range, with an emphasis on enterprise and strategic clientele.

• Act as a comprehensive product specialist for the AI-enhanced CoCounsel suite.

• Implement customer success strategies, conduct executive business reviews, demonstrate value, perform proactive check-ins, and manage risk mitigation.

• Foster customer engagement, value realization, retention, and growth in collaboration with Sales and Professional Services.

• Serve as a product authority at conferences, webinars, and both virtual and in-person events.

• Create customer enablement resources and employee training aligned with digital strategy.

• Develop and present business plans, reporting on market trends and competitor activities.

• Advocate for Customer Success during cross-functional meetings.

• Collaborate with both internal and external stakeholders.

• Utilize Gainsight, Salesforce, Gong, and other relevant tools to oversee client information, pipeline, and financial forecasts.

• Design scalable playbooks, processes, and enablement based on practices that ensure customer success.

⛳️ Requirements

• Over 3 years of experience managing Customer Success portfolios or teams; SaaS experience is preferred.

• Proven experience in delivering positive customer outcomes through value narratives and customer endorsements.

• Proficient in success metrics with the capability to quantify and communicate results for enterprise or strategic accounts.

• Demonstrated success in driving retention, adoption, and growth with enterprise or strategic clients.

• Hands-on experience with Gong and Salesforce or comparable CS/CRM platforms.

• Previous experience in legal technology, law firms, or corporate legal departments is highly preferred.

• Familiarity with legal workflows, terminology, and frequent challenges.

• Functional and technical expertise in GenAI systems and AI prompting engineering applied to legal research, drafting, and analysis.

• Strong executive presence along with exceptional communication, stakeholder management, and facilitation skills.

• Excellent business acumen, customer journey management, conflict resolution, and problem-solving abilities.

• A Bachelor’s degree is required.

• Willingness to travel up to 25%.

🏝️ Benefits

• Flexible work options, allowing remote work for up to 8 weeks per year.

• Ongoing learning and skill enhancement opportunities through the Grow My Way program.

• Flexible vacation policies.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings plans.

• Tuition reimbursement.

• Employee incentive programs.

• Resources supporting mental, physical, and financial well-being.

• Two paid volunteer days off each year.

• Opportunities for pro-bono consulting and participation in ESG initiatives.

• Comprehensive health, dental, vision, disability, and life insurance coverage.

• Competitive 401(k) plan with company matching.

• Paid sick and safe time off.

• Paid holidays, including two designated mental health days.

• Parental leave policies.

• Option for sabbatical leave.

• Optional hospital, accident, and sickness insurance.

• Optional life and AD&D insurance.

• Flexible Spending and Health Savings Accounts.

• Fitness reimbursement program.

• Employee Assistance Program.

• Group Legal Identity Theft Protection benefit.

• Access to a 529 Plan.

• Commuter benefits.

• Support for Adoption & Surrogacy.

• Employee Stock Purchase Plan.