Founding Customer Success Manager

Responsibilities

• Build and run the scaled post-sign partnership model for long tail school partners across all geographies — playbooks, templated cadences, training materials, and activation milestones
• Partner with Legal Engineers and Law School Managers to translate school feedback into program improvements and deeper embeds on key campuses.
• Own portfolio-wide reporting: track usage trends, activation status, and account health globally; surface risks and opportunities to all geo managers and to Grace
• Own product training and demo delivery across the full law school portfolio — onboarding sessions, faculty demos, librarian trainings, classroom embeds, and workspace setup.
• Maintain the law school CRM across all geographies — account notes, POC data, meeting logs, and opportunity tracking
• Lead end-of-term recap cycles, capturing Y1 learnings and aligning on Y2 activation goals with key internal stakeholders and Law School champions.

• 5+ years in customer success, account or program management, or client services — preferably in a high-growth SaaS, legal tech, or professional services environment
• Build the machine mindset: you build systems, write playbooks, and hold yourself to metrics
• Player-coach approach:
  You are a founding CSM for this team and will have a strong part in growing it.
• Strong trainer and presenter — you can run a room of law professors or a 1:1 demo with a student org leader and make both count
• Legal background or strong legal context is a plus, not a requirement — comfort explaining legal AI tools to a sophisticated legal audience matters more than a JD
• Experience building scaled or tech-touch CS programs for large, distributed account portfolios
• Clear, direct communicator who doesn't let follow-ups fall through the cracks
• Comfortable working across time zones and geographies in close coordination with a distributed team

Demonstrates expertise in customer success and account management within a high-growth SaaS or legal tech environment, with a focus on building scalable programs and effective training delivery. Strong communication and presentation skills are essential for engaging diverse audiences and managing distributed teams across geographies.