Customer Success DMS Manager

Position Overview

We are seeking a strategic and analytical Customer Success Manager to lead a team of four Customer Success Consultants responsible for trial enablement, post-sale training, and long‑term adoption of our drafting and DMS integration solutions within law firms. This is a performance‑driven leadership role measured by adoption depth, customer engagement, renewal support, and overall portfolio health. The role operates at the center of a highly cross‑collaborative ecosystem, partnering closely with Sales, Marketing, Product, Development, and Data Science to ensure customer insights translate into improved onboarding, stronger adoption programs, and continuous product enhancement.

Team Leadership and Execution Framework – Lead, coach, and develop a team of four Customer Success Consultants focused on trials, onboarding, and adoption of drafting and DMS‑integrated solutions. Establish a structured operating model that defines success milestones, engagement cadences, and adoption benchmarks, and provide clear implementation frameworks and playbooks that Consultants can consistently execute across firms.

Adoption Strategy and Program Development – Analyze product usage data in partnership with Data Science and internal analytics teams to identify adoption trends, expansion opportunities, and risk signals across the customer base. Translate insights into scalable onboarding programs, advanced feature enablement initiatives, and targeted adoption campaigns, and develop measurable adoption KPIs and reporting mechanisms to track engagement depth and long‑term value realization.

Cross‑Functional Collaboration – Work closely with Sales to ensure smooth trial‑to‑post‑sale transitions and aligned customer expectations. Partner with Marketing to inform targeted enablement content and adoption campaigns, and collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real‑world workflow friction. Act as a bridge between customer experience and internal execution, ensuring alignment across go‑to‑market and product teams.

Portfolio‑Level Insight and Strategic Oversight – Move beyond individual account activity to identify systemic themes, friction points, and behavioral trends; balance tactical support with strategic oversight to focus on high‑impact initiatives rather than reactive activity.

Voice of the Customer – Serve as a structured feedback channel to Product Management and Development teams, synthesizing recurring pain points, workflow barriers, feature requests, and competitive pressures into actionable insights, and advocating for enhancements that improve integration, drafting efficiency, and user experience within real‑world legal workflows.

Executive and Stakeholder Engagement – Engage credibly with C‑suite executives, Managing Partners, AI Innovation Attorneys, KM leaders, and law librarians to secure internal buy‑in and drive organizational adoption. Address strategic concerns around AI usage, workflow disruption, risk mitigation, and ROI, and support firms in aligning technology adoption with broader innovation initiatives.

Renewal Support and Customer Health – Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value, monitoring health indicators and proactively addressing risks that may impact retention.

• 5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal‑tech environment
• 2+ years of people leadership experience
• Demonstrated experience using product usage data and analytics to drive adoption strategy
• Experience working cross‑functionally with Sales, Marketing, Product, and analytics teams
• Strong executive communication skills with the ability to influence senior stakeholders in law firms
• Experience designing onboarding frameworks or scalable enablement programs
• Ability to synthesize complex signals and identify broader portfolio trends

• Experience with drafting automation, generative AI tools, or document management system integrations
• Familiarity with AmLaw or mid‑size law…