Customer Success Manager

Luminance; City Of London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Luminance is seeking a Customer Success Manager to help customers adopt and derive value from our enterprise LegalTech platform. This role requires consultative, outcomes-driven collaboration and leadership of structured onboarding and long-term adoption journeys.

You will partner with legal teams to evolve workflows, drive measurable value, and guide customers through change while coordinating with cross-functional teams to ensure successful outcomes.

Qualifications

• Experience in customer success, account management, or related client-facing roles.
• Strong relationship-building and communication skills.
• Comfort guiding customers through onboarding and adoption journeys.
• Knowledge of legal tech or enterprise software is a plus.

Responsibilities

• Own and manage the post-sales customer experience across the product suite.
• Lead structured onboarding engagements with milestones, timelines, and stakeholder alignment.
• Partner with customers to adopt AI-driven solutions and modernize workflows.
• Guide change management and drive user adoption.
• Be the primary contact during onboarding and early lifecycle phases.
• Build trusted relationships with stakeholders across legal and business teams.
• Collaborate with Sales, Implementation, Product, and Support to ensure a seamless journey.
• Monitor customer engagement and proactively address risks and opportunities.
• Identify opportunities for account growth, renewals, and expanded product usage.
• Advocate for customers, representing feedback to Product and leadership to improve the product and service.
• Deliver product demonstrations, training sessions, and enablement support.

Skills

Relationship building

Analytical thinking

Change management

Onboarding

Stakeholder alignment

Job description

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

We are looking for a Customer Success Manager to help customers successfully adopt and maximize value from Luminance’s enterprise LegalTech platform. This role is ideal for someone who enjoys working in a consultative, outcomes-driven way and who is confident guiding customers through structured onboarding and long-term adoption journeys.

As a Customer Success Manager at Luminance, you will partner with legal teams as they evolve their workflows and embrace AI-driven technology. You will play a key role in supporting customers through change, ensuring successful adoption, and helping them realize measurable value from their investment.

The successful candidate will combine strong relationship-building skills with analytical thinking and disciplined delivery. You will manage onboarding milestones, align stakeholders, and act as a strategic partner as customers modernize their legal operations.

We welcome candidates from Customer Success, Account Management, Project Management, Implementation, or client-facing legal roles including former lawyers who are passionate about technology and contributing to innovation within the legal industry.

Responsibilities

• Own and manage the post-sales customer experience across Luminance’s product suite
• Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
• Partner with customers as they adopt AI-driven solutions and modernize their legal workflows
• Guide customers through change management and drive strong user adoption across teams
• Act as the primary point of contact during onboarding and early lifecycle phases
• Build trusted relationships with key stakeholders across legal and business teams
• Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey
• Monitor customer engagement and proactively address risks and opportunities
• Identify opportunities for account growth, renewals, and expanded product usage
• Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery
• Deliver product demonstrations, training sessions, and enablement support