Key skills
Customer Success ManagementFinancial ModelingB2B SaaS ExperienceTechnical TroubleshootingStartup Environment AdaptabilityAISaaSCustomer SuccessAccount Management
About this role
GC AI is the fastest-growing and most trusted legal AI platform for in-house legal teams. As a Customer Success Manager, you will serve as a strategic advisor, leading onboarding and renewal processes while managing relationships with enterprise accounts to drive revenue growth and enhance customer retention.
Responsibilities:
- Strategic Onboarding: Lead end-to-end implementation for new teams, tailoring your approach to the specific needs of small legal pods and expansive enterprise departments alike
- Renewal Management: Own the commercial renewal process for enterprise accounts, using financial modeling to demonstrate ROI and secure long-term partnerships
- Relationship Architecture: Build deep, lasting relationships with General Counsels and Legal Ops leaders, becoming their trusted advocate within GC AI
- Product Advocacy: Act as a bridge between your customers and our product team, translating user feedback into actionable insights for our roadmap
- Platform Training: Deliver world-class presentations and live demos that make complex AI technology accessible and exciting for legal professionals
- Accelerate Time-to-Value: Ensure new users are proficient and seeing results within days, not months
- Drive Net Retention: Maintain high renewal rates by proactively identifying risks and expansion opportunities within your book of business
- Scale the Culture: Embody our "customer obsession" principle, ensuring every legal team feels supported and heard
Requirements:
- 3+ years in a CSM, Account Management, or Implementation role, preferably in B2B SaaS
- Ability to command a room (or a Zoom) and explain complex technical concepts with clarity and wit
- Comfortable with financial modeling and data analysis to build compelling business cases for renewals and expansions
- A natural curiosity for AI and the ability to troubleshoot and navigate technical platforms with ease
- The ability to hear what a customer isn't saying and address their core pain points effectively