The opportunity in one paragraph:

We retain and expand in two of the most sophisticated buyer segments in the world: elite law firms and Fortune 500 corporate legal teams. Neither renews or expands like anything else. We are winning in both, backed by $42M+ from Felicis and Coatue. The post-sale engine is being rebuilt for the AI-native era, evolving what works, redesigning what doesn't, with live customers in the playbooks today. We are hiring the person who builds it.

The bar:

The post-sale playbooks that built the last generation of enterprise SaaS do not work for AI-native products. The motion has to be designed for use case landing, deep workflow integration, and value that compounds over months. We are hiring a first-principles operator who has personally owned GRR, NRR, and expansion ARR, built and evolved post-sale motions in fast-moving environments, and has the judgment to design the AI-native version while running it.

They are customer-obsessed. They hire people better than themselves and set the standard the rest of the team rises to. They build relationships with the most sophisticated buyers in the world. They think in systems, not heroics. They bring high standards, with the confidence to be direct, the humility to be wrong, and the bias to move when the path is clear.

When this team is right, customers stop being accounts and start being partners. They pull us into work we didn't know existed. They send other firms our way before we ask. They renew before the meeting. That's the team we're building.

If that's not you, this is not the role.

Outcomes you will own and influence in the first 12 months:

• In the rollouts, in the customer offices, on the calls: In the largest and hardest implementations alongside the team, as the expert on product, adoption, and value realization. Training materials, change management playbooks, and executive value stories built by you, not delegated. First 90 days weighted toward doing the work, not designing the org.
• NRR and GRR: Tracked, forecast, and attacked weekly.
• Marquee customer relationships personally owned: The top accounts know you by name. You're in their offices, in their workflows, and shaping how they get value. You translate what you hear into product direction with the founders and implementation teams.
• Time to value: Tight partnership with the implementation team (part of CTO org). Customers landing real use cases, integrated data, and embedded workflows on schedule.
• AI-native post-sale motion designed and installed: Adoption, renewal, and expansion motions evolved for the AI-native lifecycle. What works today gets sharpened. What doesn't gets rebuilt. Static playbooks break here.
• CSM bench more than doubled: Today, 5 CSMs across NA and EMEA. By next year, 12+ Tier-1 operators plus the right CS Ops architecture. Half the team you'll lead has not been hired yet, which means you get to shape the room, the standards you want set on day one.
• Customer Advisory Board built and run: Marquee customers become product partners, references, and the engine of category shaping. This is leverage, not a task.
• Customer health scoring and early-warning systems embedded: Not tribal knowledge.
• The foundation of a repeatable post-sale system: Methodology, RACI, cadence, scorecards, AI-powered tooling. Built with RevOps and the Founding GTM Engineer.

Compensation:

OTE $350,000 - $400,000 including meaningful equity. Must be legally authorized to work in the United States.

This role is not for you if:

• You lead with "my playbook" instead of first principles.
• You'd rather hire a CSM to run the hardest accounts than run them yourself in year one.
• You have not personally owned commercial outcomes (GRR, NRR, expansion ARR).
• You delegate hiring and coaching rather than owning both personally.
• You think customer relationships are the CSM's job, not yours.
• You confuse activity with impact.
• You prefer debate over decisions.
• Your ego runs higher than your standards.

If this role excites you, but you feel you don't meet every qualification, we encourage you to apply anyway and tell us why you'd be a great fit.