Senior AI-Powered Legal Success Manager

Draftwise; Greater London; Remote; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Equity at Series A

Private medical care

Laptop + home office stipend

Flexible remote work

Generous PTO & sick leave

Job summary

Draftwise is seeking a Senior Customer Success Manager to own client relationships end to end, from onboarding to retention and expansion. You will help lawyers and legal teams unlock AI-powered workflows, turning curiosity into sustained usage and measurable value for clients.

You will partner with product to translate feedback into insights and help scale CS processes as Draftwise grows. We value strong communication, independence, collaboration, and curiosity about AI.

Qualifications

• 5+ years in a customer-facing SaaS role.
• Experience owning net revenue retention and expansion metrics for a defined book of business.
• Experience managing large-scale software rollouts in complex organizational environments, ideally involving AI or technically sophisticated products.
• Experience designing training programs that help non-technical users build confidence with new technology.

Responsibilities

• Own client relationships end to end from onboarding to retention and expansion.
• Drive engagement and measurable value by accelerating adoption of AI-powered workflows.
• Translate user feedback into product insights and collaborate with product teams to shape future features.
• Design scalable CS processes as the company grows and deliver partnership at scale.

Skills

Client relationship management

SaaS customer success

Data-driven decisions

Communication

Cross-functional collaboration

Job description

Draftwise is seeking a Senior Customer Success Manager to own client relationships end to end, from onboarding to retention and expansion. You will help lawyers and legal teams unlock AI-powered workflows, turning curiosity into sustained usage and measurable value for clients.

You will partner with product to translate feedback into insights and help scale CS processes as Draftwise grows. We value strong communication, independence, collaboration, and curiosity about AI.