Senior Strategic Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +37 more states.

📋 Description

• Take ownership of results for a portfolio of significant, complex, or strategically vital accounts.

• Develop and implement outcome-focused account plans aligned with customer business objectives.

• Manage customer health metrics related to ROI, adoption, utilization, and engagement.

• Lead strategies for multi-use case and multi-feature adoption, connecting platform usage to quantifiable ROI.

• Achieve referenceable Verified Outcomes and aim for champion status within key accounts.

• Oversee account-level adoption of the GenAI aiR Suite.

• Assist customers in redesigning workflows, calculating project-level ROI, and constructing the internal case for change.

• Provide tailored onboarding presentations and collaborate with cross-functional teams on advanced customer sessions.

• Advise customers on AI governance and defensibility.

• Create and disseminate AI adoption and change management playbooks.

• Identify and mitigate health risks before they escalate into commercial risks.

• Collaborate with Sales on renewal business cases and identify signals for expansion.

• Cultivate multi-threaded relationships with C-suite executives and sponsors.

• Lead personalized Business Reviews and Success Forums.

• Navigate intricate stakeholder environments and facilitate change without formal authority.

• Develop at least one playbook, framework, or enablement asset per year that is adopted by peers or integrated into team methodology.

• Mentor Level 4 Customer Success Managers and coach them on outcome quality, executive engagement, AI adoption, and change management strategies.

• Represent the team in cross-functional forums and provide customer insights for product, enablement, and operational decisions.

• Utilize generative AI tools to streamline routine tasks and model AI-accelerated execution.

⛳️ Requirements

• 5–8 years of experience in Customer Success, Consulting, or Account Management, with a proven track record of managing complex enterprise relationships.

• Demonstrated ability to drive measurable customer outcomes.

• Strong analytical skills; capable of building and presenting data-driven ROI narratives to executive audiences.

• Executive presence; credible with C-suite, able to lead high-stakes discussions with clarity and authority.

• Proficiency in AI; able to counsel customers on aiR adoption strategies, workflow transformation, and governance.

• Change management expertise; able to assist customers in creating internal justification for AI adoption and overcoming resistance among stakeholders.

• Experience leading cross-functional projects without formal authority.

• Required experience in legal technology, eDiscovery, litigation support, or a regulated workflow environment.

• Preferred knowledge of AI adoption strategies within enterprise SaaS, including governance and defensibility frameworks.

• Preferred familiarity with Gainsight, Salesforce, or comparable Customer Success platforms.

• Preferred hands-on experience advising legal teams on AI workflow integration.

• Account Management skills.

• Collaboration abilities.

• Communication proficiency.

• Customer Advocacy experience.

• Customer Relationship Management (CRM) knowledge.

• Strong Customer Relationships.

• Customer Retention skills.

• Customer Success orientation.

• Relationship Management expertise.

• Strategic Planning capabilities.

🏝️ Benefits

• Annual performance bonus.

• Long-term incentives.

• Competitive, fair, and equitable compensation practices.