Lead Customer Success Manager

Job Overview

The Lead Customer Success Manager operates at the intersection of strategic customer consulting and internal team leadership. This role owns a portfolio of Premier Tier (PSP) accounts, which are the highest-value, most complex relationships in the business. This role also serves as a methodology leader, coaching resource, and execution standard-setter for the broader CSM team. The Lead CSM is accountable, not only for their own portfolio outcomes, but for the quality of AI adoption, change-management practice, and domain expertise that CSMs in their orbit deliver.

This role shapes what excellence looks like.

Remote/Hybrid

The Lead Customer Success Manager operates at the intersection of strategic customer consulting and internal team leadership. This role owns a portfolio of Premier Tier (PSP) accounts, which are the highest-value, most complex relationships in the business. This role also serves as a methodology leader, coaching resource, and execution standard-setter for the broader CSM team. The Lead CSM is accountable, not only for their own portfolio outcomes, but for the quality of AI adoption, change-management practice, and domain expertise that CSMs in their orbit deliver.

This role shapes what excellence looks like.

• Deliver the full Premier Tier value proposition: orchestrate the PSP catalogue, coordinate the account team (TAM, Adoption Services, Executive Sponsor), and own the customer’s overall success program quality.
• Own customer health; make building the renewal business case a daily motion.
• Lead ROI Summaries, benchmarking reports, and executive-level Business Reviews that quantify impact and connect to customer C-suite priorities.
• Build VO champion relationships; deliver referenceable outcomes that Marketing and Sales leverage — and hold self accountable to referenceable account targets.

• Serve as the team’s AI adoption and change-management exemplar: lead customers through comprehensive aiR workflow integration, advising on governance, defensibility, and how to transform legal practice.
• Own the conversation with GCs, senior partners, and legal ops leaders on what AI means for their team, their workflows, and their risk posture. Be the person customers trust to co-design AI-governed legal workflows.
• Use generative AI tools to accelerate success planning, VO creation, and customer prep, and model what this looks like for peers.
• Build repeatable AI adoption and change-management playbooks for your segment; contribute to the team’s Tier 1 methodology.

• Own at least one department-level initiative per year with measurable business impact (e.g., AI adoption playbook development, Tier 1 methodology, change-management framework).
• Train and coach CSMs on VO quality, Tier 1 adoption, AI governance conversations, exec engagement, and success planning; serve as the practical expert peers go to before escalating to management.
• Represent the CSM function in cross-functional forums, product councils, or Sales alignment meetings; bring a documented customer perspective that shapes decisions.

• Maintain C-suite relationships across PSP accounts; be recognized by customer executives as a strategic peer and change-management advisor
• Partner with AEs and Sales leadership as a peer: bring account intelligence, surface growth signals, and co-develop expansion strategies, while maintaining the trusted advisor boundary.
• Anticipate and navigate complex stakeholder environments, including multi-entity global structures and political…