Customer Success Manager, Enterprise

GC AI is a legal AI platform for in-house legal teams. The Customer Success Manager, Enterprise will own customer onboarding and renewal, driving AI adoption through rollout planning, training, usage monitoring, risk identification, and value demonstration. The role also involves managing enterprise relationships, supporting expansion, and translating customer feedback into product insights.

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
• If you're not in a hub today, we'll consider candidates open to relocating to one
• • 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
• We strongly prefer candidates already in a GC AI hub metro, and expect regular in-person time — coworking, team meals, and quarterly offsites — plus up to 10% travel