Senior Customer Success Manager, AI

Litify is revolutionizing the Legal industry by providing a platform that empowers law firms and legal departments. They are seeking a Senior Customer Success Manager for AI who will manage the success of Litify’s AI products, ensuring clients effectively adopt and implement AI solutions to drive measurable impact.

Responsibilities:

• Own a portfolio of AI Clients, providing ongoing support, strategic guidance, and consulting to ensure the clients’ success and satisfaction with the Litify platform
• Drive AI Adoption & Value by participating in onboarding and leading continual enablement of LitifyAI customers, ensuring users understand how to incorporate AI into their everyday workflows
• Identify opportunities to expand AI usage within accounts through new use cases, success stories, and data-driven recommendations
• Develop and maintain playbooks, best practices, and success frameworks that accelerate adoption across firm types
• Gather & surface feedback by conducting structured interviews and check-ins with firms to capture product feedback and emerging use cases
• Partner with Product and Marketing to translate customer insights into roadmap inputs, enablement content, and customer stories
• Track and communicate recurring themes from customer feedback to influence prioritization and strategy
• Act as a Cross-Functional Stakeholder working closely with Product, Engineering, Sales, Marketing, and LSAP to ensure customers receive a consistent and high-impact AI experience
• Represent the voice of the customer in AI-related discussions from feature prioritization to enablement strategy
• Participate in customer-facing forums, advisory boards, and internal education initiatives to promote AI adoption

Requirements:

• Strong technical aptitude and AI curiosity, with the ability to understand, explain, and apply AI concepts (e.g., generative AI, prompt-based workflows, automation) in practical, business-facing ways
• Experience driving adoption of complex or emerging technology, ideally AI-powered or data-driven products, by translating features into clear value for end users
• Proven ability to design solutions and best practices by gathering requirements, synthesizing feedback, and tailoring recommendations to different customer workflows and maturity levels
• Consultative customer success experience, with a track record of building trusted relationships, driving measurable outcomes, and influencing renewals and expansion through value realization
• 5 years of Customer Success experience in a SaaS environment, preferably supporting mid-market or scaled customer segments
• Comfort working cross-functionally with Product, Engineering, Sales, and Marketing to influence roadmap decisions, enablement strategies, and go-to-market efforts
• Strong analytical and storytelling skills, able to use data, usage insights, and customer anecdotes to articulate impact and inform decision-making
• Excellent written and verbal communication skills, including experience presenting complex or technical topics to both technical and non-technical stakeholders
• Experience enabling and training users, with an interest in educating customers on new technology and helping them evolve their workflows over time