Serve as a strategic partner to customers, guiding them through workflow redesign, process optimization, and operating model shifts required to unlock the full value of CLM
Design and own structured success and adoption plans aligned to the Specialized Customer Success framework (personas, adoption definitions, maturity milestones, and standard engagements), tailored to each customer’s starting point and objectives
Lead proactive, planned customer engagements (e.g., onboarding, value realization, optimization, and roadmap alignment) that accelerate adoption and maturity
Use product usage data, health indicators, and customer feedback to assess adoption, prioritize efforts, and adjust success plans based on what is driving measurable value
Collaborate cross-functionally with Sales, Core Customer Success, Services, Product, and Operations to deliver cohesive, reusable engagement motions and ensure clear handoffs and ownership
Act as a trusted advisor to senior stakeholders across Legal, Procurement, Finance, and IT, translating CLM capabilities into clear business value
Prepare and deliver executive briefings that highlight progress, outcomes, risks, and opportunities
Identify and cultivate customer champions and advocacy opportunities in partnership with Sales, Marketing, and Product
Contribute to continuous improvement of Specialized CS motions by sharing learnings, refining playbooks, and helping standardize approaches that can scale without increasing cost to serve

5+ years of experience in a customer-facing services role (Customer Success, Consulting, Engagement Management, or similar) within complex SaaS environments
5+ years of experience managing customer relationships focused on adoption, value realization, and long-term success
3+ years of Contract Lifecycle Management (CLM) experience required
Proven ability to lead complex, strategic customer engagements with multiple stakeholders
Strong experience using data and adoption metrics to assess maturity and tell a compelling value story
Excellent verbal and written communication skills, including executive-level facilitation
Demonstrated ability to collaborate effectively across Sales, Services, and Product
Comfortable operating in evolving, incubating environments where motions are being refined and scaled
Ability to travel up to 15%

Senior Specialized Customer Success Manager, CLM

Key skills