Customer Success Lead

Founding Customer Success Lead owning the full lifecycle from onboarding to adoption for AI-powered legal SaaS. Builds relationships with B2B customers, drives retention/upsell, influences product roadmap, and scales CS function in early-stage startup. Requires 5+ years client-facing experience in high-growth tech.

100k – 150kNew York, NYCustomer SuccessOnsite5+ YOE

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About the role

Responsibilities

Own the entire customer success lifecycle, from onboarding to long-term adoption
Build strong relationships with users — from paralegals to managing partners
Manage our pilot process to ensure we convert prospective customers into closed contracts
Lead onboarding and training sessions to drive successful adoption
Be the first line of support when issues arise — and coordinate resolution with engineering
Proactively check in with accounts to uncover pain points, usage gaps, and upsell opportunities
Document user feedback and partner with product/engineering to influence the roadmap
Establish and track customer health metrics such as retention, engagement, and satisfaction
Build playbooks, training materials, and scalable processes that will serve as the foundation for a future CS team
Turn our customers into champions and advocates

Requirements

5+ years of experience in customer success, account management, or other client-facing roles in a fast-paced, high-growth tech company — ideally in legal tech or other vertical SaaS
Passion for building deep, trusted relationships with customers
Excellent communication and problem-solving skills
Experience managing B2B customers with complex workflows or integrations
Proactive mindset — anticipate problems
Experience working with product and engineering teams to represent the voice of the customer
Ability to distill and prioritize customer feedback into concrete action plans
Interest in AI and the future of professional services

Compensation & Benefits

Competitive base salary
Competitive equity component
Comprehensive health, dental, and vision insurance
Meals in office
Regular team events

Skills

Customer SuccessAccount ManagementB2B SaaSOnboardingCustomer OnboardingCustomer Health MetricsClient RelationshipsProduct FeedbackUpsellLegal Tech

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