Lead a team of Customer Success Consultants to drive trial enablement, onboarding, and adoption of drafting and DMS-integrated solutions for law firms. Build scalable programs, analyze usage data to identify expansion and risk, collaborate cross-functionally with Sales, Product, Marketing, and Data Science, engage executive stakeholders, and support renewals by improving customer health and demonstrating measurable value.
Do you enjoy building solid internal and external relationships resulting in growth?
Do you enjoy collaborating cross-functionally to deliver on common goals
Position Overview
We are seeking a strategic and analytical Customer Success Manager to lead a team of four Customer Success Consultants responsible for trial enablement, post-sale training, and long-term adoption of our drafting and DMS integration solutions within law firms. This is a performance-driven leadership role measured by adoption depth, customer engagement, renewal support, and overall portfolio health. The role operates at the center of a highly cross-collaborative ecosystem, partnering closely with Sales, Marketing, Product, Development, and Data Science to ensure customer insights translate into improved onboarding, stronger adoption programs, and continuous product enhancement.
The ideal candidate can operate both tactically and strategically — identifying usage trends across accounts, designing scalable onboarding and adoption programs, and equipping their team with a clear framework for consistent execution. This leader must be comfortable zooming out to see systemic patterns across the portfolio while also diving into account-level insights when necessary.
Key Responsibilities
Team Leadership and Execution Framework
Lead, coach, and develop a team of four Customer Success Consultants focused on trials, onboarding, and adoption of drafting and DMS-integrated solutions. Establish a structured operating model that defines success milestones, engagement cadences, and adoption benchmarks. Provide clear implementation frameworks and playbooks that Consultants can consistently execute across firms.
Adoption Strategy and Program Development
Analyze product usage data in partnership with Data Science and internal analytics teams to identify adoption trends, expansion opportunities, and risk signals across the customer base. Translate insights into scalable onboarding programs, advanced feature enablement initiatives, and targeted adoption campaigns. Develop measurable adoption KPIs and reporting mechanisms to track engagement depth and long-term value realization.
Cross-Functional Collaboration
Work closely with Sales to ensure smooth trial-to-post-sale transitions and aligned customer expectations. Partner with Marketing to inform targeted enablement content and adoption campaigns. Collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real-world workflow friction. Act as a bridge between customer experience and internal execution, ensuring alignment across go-to-market and product teams.
Portfolio-Level Insight and Strategic Oversight
Move beyond individual account activity to identify systemic themes, friction points, and behavioral trends. Balance tactical support with strategic oversight—ensuring the team focuses on high-impact initiatives rather than reactive activity.
Voice of the Customer
Serve as a structured feedback channel to Product Management and Development teams. Synthesize recurring pain points, workflow barriers, feature requests, and competitive pressures into actionable insights. Advocate for enhancements that improve integration, drafting efficiency, and user experience within real-world legal workflows.
Executive and Stakeholder Engagement
Engage credibly with C-suite executives, Managing Partners, AI Innovation Attorneys, KM leaders, and law librarians to secure internal buy-in and drive organizational adoption. Address strategic concerns around AI usage, workflow disruption, risk mitigation, and ROI. Support firms in aligning technology adoption with broader innovation initiatives.
Renewal Support and Customer Health
Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value. Monitor health indicators and proactively address risks that may impact retention.
Qualifications
- 5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal-tech environment
- 2+ years of people leadership experience
- Demonstrated experience using product usage data and analytics to drive adoption strategy
- Experience working cross-functionally with Sales, Marketing, Product, and analytics teams
- Strong executive communication skills with the ability to influence senior stakeholders in law firms
- Experience designing onboarding frameworks or scalable enablement programs
- Ability to synthesize complex signals and identify broader portfolio trends
Preferred Experience
- Experience with drafting automation, generative AI tools, or document management system integrations
- Familiarity with AmLaw or mid-sized law firm operational structures
- Exposure to legal innovation, knowledge management, or AI transformation initiatives
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights.
Similar Jobs
AdTech • Artificial Intelligence • Cloud • Digital Media • Marketing Tech • Analytics • Consulting
Lead go-to-market and business development for Adobe Real-Time CDP and Journey Optimizer. Support sales with demos, discovery, pricing and delivery; develop product and innovation roadmaps; build partner and client relationships; drive campaigns and revenue growth while acting as Adobe Experience Platform subject matter expert and strategic advisor.
Top Skills:
Adobe Experience PlatformAdobe InfrastructureAdobe Journey OptimizerAdobe Real-Time Cdp
Artificial Intelligence • Cloud • Information Technology • Energy • Infrastructure as a Service (IaaS)
Lead design, programming, commissioning, and delivery of BMS/PLC controls across data center builds and retrofits. Develop controls architecture, sequences, and documentation; program and troubleshoot multi-vendor PLC/BMS platforms; lead FAT/SAT and commissioning; optimize performance through root-cause analysis; manage vendor integrations, IT/OT cybersecurity, and mentor engineering teams.
Top Skills:
Allen-BradleyAshraeBacnetBmsCmmsEthernet/IpHmiHoneywellIgnitionIndustrial CybersecurityIt/Ot Network SegmentationJohnson Controls MetasysModbusOsisoft PiPlcScadaSchneider ElectricSiemensTridium NiagaraVfd
Edtech • Social Impact • Software
Configure and maintain data connections from district SIS and vendor systems, onboard partners via calls/screen shares, validate and monitor incoming data, diagnose issues and respond to Jira tickets, document processes, and collaborate with internal teams to ensure reliable data for Ellevation products.
Top Skills:
JIRASlackSQLSsoStudent Information Systems (Sis)
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
