Lead Customer Success Manager

About the role

The Lead Customer Success Manager drives strategic consulting and internal leadership for our highest‑value Premier Tier accounts. You will own the end‑to‑end success program, champion AI adoption, and set the standard for the broader CSM team.

Key responsibilities

• Deliver the full Premier Tier value proposition by orchestrating the PSP catalogue, coordinating account teams, and ensuring customer health and renewal readiness.
• Lead ROI summaries, benchmarking reports, and executive Business Reviews that tie impact to C‑suite priorities.
• Build and maintain referenceable outcomes and champion relationships for Marketing and Sales use.
• Serve as the AI adoption and change‑management exemplar, guiding legal teams through AI‑governed workflow integration, governance, and risk posture.
• Co‑design AI‑enabled legal workflows with GCs, senior partners, and legal‑ops leaders.
• Develop repeatable AI adoption and change‑management playbooks and contribute to Tier 1 methodology.
• Own at least one department‑level initiative per year with measurable business impact.
• Train, coach, and act as the go‑to expert for CSM peers on AI governance, VO quality, and success planning.
• Represent the CSM function in cross‑functional forums, product councils, and sales alignment meetings.

Required profile

• Senior‑level experience managing complex, high‑value customer portfolios, preferably in SaaS or legal‑tech environments.
• Proven track record of driving AI adoption, change management, and delivering measurable business outcomes.
• Strong executive presence with the ability to build trusted relationships with C‑suite stakeholders.
• Demonstrated ability to lead cross‑functional teams and influence product and sales strategy.

Required skills

• AI workflow integration
• Generative AI tools
• AI governance and risk management