Role OverviewThe Law School Founding CSM is the global CS and activation function for the law school program. You serve all geo managers - US East, US West, and International - as the operational backbone for product training, onboarding, account health, and activation across every school in the portfolio. This is not a US role that also covers international; it is a global IC role that all geo managers draw on.
Think of it as a tag-team model: geo managers own the school relationships and program strategy; you own the deeper product delivery and account management. This is the first dedicated CS hire for law schools. You will build the playbook as you go. Reports to the Head of Legal Partnerships, Law Schools.
What You'll Do- Build and run the scaled post-sign partnership model for long tail school partners across all geographies - playbooks, templated cadences, training materials, and activation milestones
- Partner with Legal Engineers and Law School Managers to translate school feedback into program improvements and deeper embeds on key campuses.
- Own portfolio-wide reporting: track usage trends, activation status, and account health globally; surface risks and opportunities to all geo managers and to Grace
- Own product training and demo delivery across the full law school portfolio - onboarding sessions, faculty demos, librarian trainings, classroom embeds, and workspace setup.
- Maintain the law school CRM across all geographies - account notes, POC data, meeting logs, and opportunity tracking
- Lead end-of-term recap cycles, capturing Y1 learnings and aligning on Y2 activation goals with key internal stakeholders and Law School champions.
What You Have- 5+ years in customer success, account or program management, or client services - preferably in a high-growth SaaS, legal tech, or professional services environment
- Build the machine mindset: you build systems, write playbooks, and hold yourself to metrics
- Player-coach approach: You are a founding CSM for this team and will have a strong part in growing it.
- Strong trainer and presenter - you can run a room of law professors or a 1:1 demo with a student org leader and make both count
- Legal background or strong legal context is a plus, not a requirement - comfort explaining legal AI tools to a sophisticated legal audience matters more than a JD
- Experience building scaled or tech-touch CS programs for large, distributed account portfolios
- Clear, direct communicator who doesn't let follow-ups fall through the cracks
- Comfortable working across time zones and geographies in close coordination with a distributed team
CompensationOTE 80/20 Split $160,000-185,000 USD
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