Key skills
B2B SaaS Customer SuccessOnboardingAdoption ManagementRenewals ManagementEnterprise Customer ManagementCustomer Data AnalysisProduct Usage AnalysisROI AnalysisStakeholder MappingWorkflow DiscoveryTraining DeliveryLegal TechRelationship ManagementAISaaSCollaborationPresentation SkillsCustomer Success
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 own the onboarding and renewal processes, helping legal teams adopt AI in their daily work and ensuring their success through close collaboration with various teams.
Responsibilities:
- Lead customers from kickoff through adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post-launch follow-up
- Monitor usage, identify blockers, and help legal teams build GC AI into daily workflows across contracts, research, drafting, policies, and playbook-based review
- Own or partner on renewal strategy for enterprise and strategic accounts, using adoption data, customer outcomes, stakeholder engagement, and ROI analysis to support renewal and expansion conversations
- Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders
- Translate customer feedback into clear product insights, adoption themes, and roadmap input for the Product team
- Lead live demos, onboarding sessions, office hours, and executive business reviews tailored to legal audiences
Requirements:
- 3-7 years of experience in B2B SaaS Customer Success or a similar customer-facing role
- Experience owning onboarding, adoption, renewals, or expansion for enterprise and strategic customers
- Strong presentation skills, including comfort leading live demos, customer trainings, office hours, and executive business reviews
- Ability to use customer data, product usage, and business outcomes to build renewal and expansion narratives
- Strong discovery and relationship management skills, including the ability to identify adoption blockers and customer risk early
- Comfort learning technical products and explaining them clearly to non-technical users
- Ownership mindset, sound judgment, and comfort operating in a fast-paced startup environment
- Experience working at a startup or scale-up where a process is still being built
- Experience supporting legal, compliance, finance, HR, or other professional-services-oriented teams
- Experience with AI, legal tech, productivity software, workflow automation, knowledge management, or collaboration tools