Manager – Customer Success

Lexlegis AI; Mumbai; On-site; INR 4,000,000 - 6,500,000; Full time

Benefits offered by this job

Build from scratch CS function

Gen AI adoption opportunities

Influence product roadmap

Job summary

Lexlegis.ai, India's AI powered legal intelligence platform, invites a seasoned Manager – Customer Success to establish and lead the function from the ground up. The role is on-site in Mumbai, reporting to Sales and Marketing, with a target to drive net revenue retention and renewals across segments.

You will build onboarding, adoption and quarterly business review playbooks, coach a team of Customer Success Representatives, and partner closely with General Counsels, Tax Heads and legal teams to

Qualifications

• 9–11 years of SaaS customer success or account management experience.
• Proven track record owning a renewal book with measurable net revenue retention.
• Experience creating onboarding, adoption and QBR playbooks.
• Experience managing a small team.
• Exposure to legal or tax customers is preferred.
• Graduate degree in any discipline.

Responsibilities

• Own the renewal book and renewals forecast across segments.
• Report gross retention, NRR and adoption monthly.
• Build onboarding, adoption and QBR playbooks from scratch.
• Track usage-based health scores to spot risk early.
• Drive seat expansion and module upsell to meet targets.
• Lead and coach Customer Success Representatives.
• Collaborate with Sales, Product and Legal teams on renewals and escalations.

Skills

Renewal ownership

NRR tracking

Team leadership

Playbook creation

SaaS Customer Success

Education

Graduate degree

Job description

Manager – Customer Success, Lexlegis.ai

Mumbai | Full Time | On Site | Sales and Marketing

Experience: 9 to 11 years

Company Description

Lexlegis.ai is India's AI powered legal intelligence platform, built for the legal and tax domains. The platform is built on more than 14 million curated legal documents and draws on nearly 90 years of legal publishing heritage. It blends advanced artificial intelligence with deep legal expertise to help lawyers, tax professionals and compliance teams research, draft and decide faster, with every answer traced back to its source.

Lexlegis.ai serves law firms, in house legal teams, tax teams, enterprises and government bodies that operate in complex regulatory environments. The organisation values innovation, domain knowledge and practical problem solving. Team members work closely with legal experts and technologists to shape the future of legal operations in India.

Role Description

The Manager – Customer Success is a full time, on site role based in Delhi NCR. This person will build the Customer Success function from the first playbook onwards, and will lead a team of Customer Success Representatives.

The role is measured on one number: net revenue retention, backed by gross retention, upsell revenue against target, active seats, weekly active users and customer satisfaction.

Winning a customer is only the start. The real test is whether their lawyers, tax teams and officers use Lexlegis.ai every week, renew without a fight and ask for more seats. The Manager – Customer Success will own renewals across every segment and carry the expansion number personally, acting as the voice of the customer inside Lexlegis.ai. This includes working with General Counsels, Tax Heads and legal teams at enterprise customers, law firm partners and knowledge management heads, and government and PSU legal teams, alongside Sales, Presales and Product as partners on renewals and escalations.

Day to day responsibilities include:

• Owning the renewal book and renewal forecast across every segment
• Reporting gross retention, net revenue retention and adoption every month
• Building onboarding, adoption and quarterly business review playbooks from scratch
• Tracking usage based health scores, so that risk is visible before the customer raises it
• Driving seat expansion and module upsell against a personal target
• Turning strong adoption into the case for the next module
• Running at risk account escalations with Sales and Product, and closing the loop so that every save teaches the team something
• Leading and coaching the Customer Success Representatives

Qualifications

• 9 to 11 years of experience in SaaS customer success or account management
• A record of owning a renewal book, with net revenue retention that can be evidenced
• Experience building onboarding, adoption and QBR playbooks personally
• Experience managing a small team
• Exposure to legal or tax customers (strongly preferred)
• A graduate degree in any discipline

Good to Have

• Experience driving adoption for an AI, LLM or research product
• A law degree or CA qualification. We especially welcome lawyers and Chartered Accountants who have moved into customer success

What We Offer

• Build, don't inherit. You will set up the customer success function from the first playbook onwards.
• Work at the frontier. You will help customers adopt Gen AI in one of the most knowledge intensive industries there is.
• Real influence. What you learn from customers will go straight into the product roadmap.
• Leadership runway. You will lead a team today, with a clear path to scale the function.