Customer Success Manager

Track & Crack; Colombia; Remote; COP 155,933,260 - 272,883,205; Full time

Benefits offered by this job

Fully remote, anywhere in Europe

Direct access to founders and product team

Early-stage equity

Job summary

Track & Crack is an early-stage legal tech startup seeking a Customer Success Manager to own the onboarding and post-sale relationship with law firms. This role involves training legal teams, configuring the product, and ensuring client satisfaction in a fast-paced environment.

As the first dedicated CSM, you'll work closely with partners and stakeholders, making a significant impact on the customer experience. The position is fully remote and offers early-stage equity.

Qualifications

• 1–3 years in customer success, account management, or client services at a B2B SaaS company.
• Experience onboarding enterprise or mid-market clients (not self-serve).
• Comfortable running calls with senior stakeholders.

Responsibilities

• Run onboarding for new law firm and enterprise clients.
• Train legal teams on the platform.
• Spot churn signals and intervene before they elevate.

Skills

Customer success

Account management

Client services

Strong written communication

Job description

An early-stage legal tech startup building AI‑powered tools for transactional lawyers. The product helps legal teams draft, review, and negotiate contracts faster, turning hours of manual work into minutes.

Already gaining traction with law firms across Europe. The company ships fast, iterates weekly, and is building the founding team. This is a ground‑floor opportunity with meaningful equity and outsized impact.

The role

You’ll be the first dedicated Customer Success Manager at Draftix. That means you own the full post‑sale relationship: onboarding new law firms, driving adoption across their teams, and making sure they get real value from the platform. This isn't a support role. You'll work directly with partners at law firms and heads of legal at enterprises.

Why this role

Legal tech clients are demanding. They're smart, time‑poor, and have zero patience for products that don't deliver. You'll be the reason firms stick with Draftix after signing. You'll understand their workflows deeply enough to configure the product for their use cases, train their teams at every level, and spot when adoption is slipping before it becomes churn.

What you'll do

1. Run onboarding for new law firm and enterprise clients, from kickoff to full adoption
2. Map existing drafting workflows to Draftix capabilities
3. Configure templates, clause libraries, and team permissions
4. Train legal teams on the platform across different seniority levels
5. Own a portfolio of accounts post‑onboarding and track adoption metrics
6. Spot churn signals and intervene before they elevate
7. Run quarterly business reviews with key stakeholders
8. Identify expansion opportunities across practice areas and offices
9. Be the voice of the customer internally with product and engineering
10. Help build the CSM playbook from scratch

What we’re looking for

1. 1–3 years in customer success, account management, or client services at a B2B SaaS company
2. Experience onboarding enterprise or mid‑market clients (not self‑serve)
3. Comfortable running calls with senior stakeholders (partners, GCs, heads of legal)
4. Strong written communication for onboarding guides, training docs, and reports
5. Based in Europe with overlap with UK/EU business hours

What we offer

• Fully remote, anywhere in Europe
• Direct access to founders and product team
• Early‑stage equity
• Define what customer success looks like at Draftix

Hiring process

1. Upload your CV. Our AI assesses your profile and gives you an initial match score within minutes
2. Review your results and address any gaps through the platform chat to strengthen your profile
3. We review the shortlist and reach out to top candidates
4. Culture and experience conversation with the hiring team (45 min)
5. Meet the founders, offer decision within a week

Interested?

Upload your CV and we’ll take it from there. Takes about 2 minutes.