Lead Customer Success Manager

Own Premier-Tier Customer Outcomes 

• Deliver the full Premier Tier value proposition: orchestrate the PSP catalogue, coordinate the account team (TAM, Adoption Services, Executive Sponsor), and own the customer’s overall success program quality. 

• Own customer health; make building the renewal business case a daily motion. 

• Lead ROI Summaries, benchmarking reports, and executive-level Business Reviews that quantify impact and connect to customer C-suite priorities. 

• Build VO champion relationships; deliver referenceable outcomes that Marketing and Sales leverage — and hold self accountable to referenceable account targets. 

Lead AI Adoption and Change Management at the Highest Level 

• Serve as the team’s AI adoption and change-management exemplar: lead customers through comprehensive aiR workflow integration, advising on governance, defensibility, and how to transform legal practice. 

• Own the conversation with GCs, senior partners, and legal ops leaders on what AI means for their team, their workflows, and their risk posture. Be the person customers trust to co-design AI-governed legal workflows. 

• Use generative AI tools to accelerate success planning, VO creation, and customer prep, and model what this looks like for peers. 

• Build repeatable AI adoption and change-management playbooks for your segment; contribute to the team’s Tier 1 methodology. 

Serve as a Methodology Leader and Internal Multiplier 

• Own at least one department-level initiative per year with measurable business impact (e.g., AI adoption playbook development, Tier 1 methodology, change-management framework). 

• Train and coach CSMs on VO quality, Tier 1 adoption, AI governance conversations, exec engagement, and success planning; serve as the practical expert peers go to before escalating to management. 

• Represent the CSM function in cross-functional forums, product councils, or Sales alignment meetings; bring a documented customer perspective that shapes decisions. 

Execute with Executive Credibility and Commercial Awareness 

• Maintain C-suite relationships across PSP accounts; be recognized by customer executives as a strategic peer and change-management advisor  

• Partner with AEs and Sales leadership as a peer: bring account intelligence, surface growth signals, and co-develop expansion strategies, while maintaining the trusted advisor boundary. 

• Anticipate and navigate complex stakeholder environments, including multi-entity global structures and political dynamics, without escalation dependency. 

What We’re Looking For 

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships 

• Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level 

• Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance 

• C-suite credibility: able to lead exec-level conversations, challenge assumptions constructively, and influence strategic decisions 

• Deep AI fluency: able to advise customers on aiR adoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation 

• Change-management leadership: able to help customers build internal consensus, navigate resistance, and measure adoption by outcomes. 

• Commercial awareness: understands renewal dynamics, growth signals, and how to support Sales without overstepping role boundaries 

Required 

• Deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment. This role advises GCs and senior partners; domain credibility is non-negotiable 

Preferred 

• Background in legal practice, litigation support, or legal operations; the ability to speak as a peer to senior legal professionals 

• Experience owning Premier or paid success programs with defined SLAs and commercial accountability 

• Gainsight advanced user; able to build or influence scorecard logic and reporting to drive team outcomes