Manager, Product Success – CoCounsel Legal

This is a fully remote position, open to applicants in New York, +3 more states.

📋 Description

• Lead a team of Product Success Managers working with clients across the CoCounsel Legal suite.

• Directly manage a dedicated portfolio of enterprise and strategic customers.

• Coach and empower your team to achieve measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins.

• Emphasize adoption, value realization, and expansion in collaboration with Sales and Professional Services.

• Serve as a deep product expert on the AI-enabled CoCounsel suite of products.

• Oversee all aspects of the customer success strategy for assigned customers.

• Co-develop customer success plans, conduct executive business reviews, showcase value, identify and mitigate risks while nurturing and expanding customer relationships.

• Create enablement resources for customers in partnership to support our digital strategy.

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

• Represent Customer Success in cross-functional meetings.

⛳️ Requirements

• 3+ years of experience leading or managing Customer Success teams (SaaS preferred).

• Background in Business, Law, Computer Science, Consulting, Engineering, or a related field is an advantage.

• Demonstrated enthusiasm for developing people and building high-performing teams.

• Proven success in driving retention, adoption, and expansion with enterprise or strategic accounts.

• Hands-on experience with Gainsight, Gong, and Salesforce (or similar CS/CRM platforms).

• Previous experience in the legal technology sector or working directly with legal professionals, law firms, or corporate legal departments is highly preferred.

• Understanding of legal workflows, terminology, and common challenges in the field.

• Functional and technical skills in GenAI systems and AI prompting engineering, especially as they relate to legal research, drafting, and analysis.

• Strong executive presence with excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins.

• Strong business acumen and communication skills; capable of managing customer journeys, conflict resolution, and problem-solving.

• Demonstrate the following skills: curiosity, learning agility, proactivity, urgency, strategic thinking, problem-solving, collaboration, and accountability.

• Bachelor’s degree required; a master’s degree or J.D. is a plus.

• Willingness to travel up to 25%.

🏝️ Benefits

• Flex My Way is a collection of supportive workplace policies aimed at helping manage personal and professional responsibilities.

• Flexible work arrangements, including the option to work from anywhere for up to 8 weeks each year.

• Comprehensive benefit plans that include flexible vacation options.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings options.

• Tuition reimbursement program.

• Employee incentive programs.

• Resources promoting mental, physical, and financial wellbeing.