The RoleAs a Customer Success Manager, you will own post-sale relationships with a book of law firm and corporate IP customers. You will be their trusted advisor from onboarding through renewal. You will drive adoption across practice groups, show measurable value to partners and IP leaders, and turn what customers tell you into insight our Product and Engineering teams can act on.
This role suits someone who already knows how legal teams buy, adopt, and resist new technology, and who likes the challenge of earning attorneys' trust.
What You'll Do- Own a portfolio of customer accounts, including onboarding, adoption, health, renewals, and expansion
- Lead onboarding and training for attorneys, patent agents, paralegals, and innovation or KM teams, tailored to each group's workflows
- Build success plans with clear adoption and ROI milestones, and run regular business reviews with partners, IP counsel, and legal ops leaders
- Watch usage and health signals, spot risk early, and step in before a renewal is at risk
- Find expansion opportunities across practice groups, offices, and use cases, and work with Sales to close them
- Act as the voice of the customer internally. Bring structured, specific feedback to Product and Engineering, and help set roadmap priorities
- Work with Support and Engineering on escalations until they are fully resolved
- Help build the CS function by creating playbooks, onboarding materials, health scoring, and processes that scale
What We're Looking For- 3+ years in Customer Success, Account Management, or Implementation at a B2B SaaS company
- Legaltech experience is required. You have worked with law firms, in-house legal teams, or both, and you understand how they operate: billable-hour economics, partner-driven decisions, KM and innovation teams, and confidentiality and security expectations
- A record of hitting retention, adoption, and expansion goals
- Comfort presenting to senior attorneys and executives, and the credibility to hold your ground with them
- Strong written communication. Your emails, recaps, and success plans are clear, precise, and professional
- Highly organized, with the ability to manage many accounts at once without losing track of details
- Curiosity about AI and how it is changing legal work
Nice to Have
- Experience in IP, patent prosecution, or patent litigation, whether at a firm, in-house, or at an IP-focused software company
- A JD, patent agent registration, or technical or scientific background
- Early-stage startup experience, including helping build a CS function from scratch
- Familiarity with HubSpot or a similar CRM and with customer success tooling
How We WorkOur Cultural Pillars shape how we operate. For this role, a few matter most:
- Earn Customer Trust Always. Our customers stake their professional reputations on the work product. You protect that trust in every interaction.
- Precision Is Part of Speed. Moving fast only helps if the details are right.
- Make Progress Visible. You make customer health, wins, and risks easy for everyone to see.
- Get Things Done Yesterday, Together. You act with urgency, and you pull in the right people instead of working alone.
