Customer Success Manager

General Counsel AI, Inc.; San Mateo (CA); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Retirement Plan

Parental Leave

Learning & Development

In‑Office Meals

PTO & Holidays

Relocation Support

Home Office Setup

Job summary

GC AI seeks a Customer Success Manager to own onboarding and renewals for enterprise customers, partnering with Sales, Product, Support, and the founder team to ensure long-term customer value. You will guide rollout plans, training, and adoption, shaping outcomes for legal teams using AI in daily workflows.

This hands-on role emphasizes commercial ownership, strong customer relationships, and measurable impact at a fast-growing B2B SaaS startup.

Qualifications

• 3–7 years in B2B SaaS Customer Success or similar role.
• Experience owning onboarding, adoption, renewals, or expansions for enterprise customers.
• Strong presentation skills, incl. live demos and executive reviews.
• Ability to use data and outcomes to tell renewal/expansion stories.
• Strong discovery and relationship management; identify adoption blockers early.
• Comfort explaining technical products to non-technical users.
• Ownership mindset and ability to operate in a fast-paced startup.
• Experience at a startup or scale-up with evolving processes.

Responsibilities

• Lead customers from kickoff through adoption, including planning and launch readiness.
• Monitor usage, identify blockers, and integrate GC AI into daily workflows.
• Own renewal strategy for enterprise accounts and support expansion.
• Develop trusted relationships with General Counsel and other executives.
• Translate customer feedback into product insights and roadmap input.
• Lead live demos, onboarding sessions, and executive reviews for legal audiences.

Skills

B2B SaaS

Customer Success

Onboarding

Renewals

Presentation skills

Relationship management

Data-driven renewal strategy

Job description

GC AI is the legal intelligence platform built for in‑house legal teams and companies. Your decisions shape the product, your impact is immediate, and you own your work from day one.

More than 2,100 companies run their legal work on GC AI, including 300+ public companies, 75+ unicorns, and teams at Nestlé, Hitachi Digital, Lockheed Martin, Miro, Bass Pro Shops, Riot Games, SKIMS, Liquid Death, Vercel, TIME, and Post Holdings. The platform holds an 80 NPS, more than double the B2B SaaS industry average, reinforcing GC AI as the leading legal AI platform for companies of all sizes.

GC AI has doubled ARR in six months. We won #1 Highest Customer Satisfaction at the 2026 SaaS Awards. Our investors include Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel.

You’ll define how things get built, not follow someone else’s playbook. Six principles guide how the team works:

• 1% Better Every Day: small, compounding improvements across everything you ship.
• Customer Obsession: start with the customer and work backward.
• Ship Today: bias toward action and iteration over perfection.
• Find a Way: resourcefulness and ambition over constraint.
• Care: be direct, like an honest friend, even when it’s uncomfortable.
• Own It: full accountability, proactive communication, and attention to detail.

About The Role

As a Customer Success Manager at GC AI, you will own two critical moments in the customer lifecycle: onboarding and renewal. You will help legal teams adopt AI in their daily work by building rollout plans, training users, monitoring adoption, identifying risk, and showing measurable value to legal leaders.

This is a hands‑on role for someone who wants commercial ownership, close customer relationships, and direct impact at a fast‑growing B2B SaaS startup. You will work closely with Sales, Product, Support, and the founding team to make sure customers are successful from kickoff through renewal.

What You’ll Do

• Lead customers from kickoff through adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post‑launch follow‑up.
• Monitor usage, identify blockers, and help legal teams build GC AI into daily workflows across contracts, research, drafting, policies, and playbook‑based review.
• Own or partner on renewal strategy for enterprise and strategic accounts, using adoption data, customer outcomes, stakeholder engagement, and ROI analysis to support renewal and expansion conversations.
• Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders.
• Translate customer feedback into clear product insights, adoption themes, and roadmap input for the Product team.
• Lead live demos, onboarding sessions, office hours, and executive business reviews tailored to legal audiences.

Required Experience

• 3-7 years of experience in B2B SaaS Customer Success or a similar customer‑facing role.
• Experience owning onboarding, adoption, renewals, or expansion for enterprise and strategic customers.
• Strong presentation skills, including comfort leading live demos, customer trainings, office hours, and executive business reviews.
• Ability to use customer data, product usage, and business outcomes to build renewal and expansion narratives.
• Strong discovery and relationship management skills, including the ability to identify adoption blockers and customer risk early.
• Comfort learning technical products and explaining them clearly to non‑technical users.
• Ownership mindset, sound judgment, and comfort operating in a fast‑paced startup environment.
• Experience working at a startup or scale‑up where a process is still being built.

Nice To Have

• Experience supporting legal, compliance, finance, HR, or other professional‑services‑oriented teams.
• Experience with AI, legal tech, productivity software, workflow automation, knowledge management, or collaboration tools.

This role is based in one of our hub cities. For most of our team, being in a hub is how the distributed model works: it's where we concentrate in‑person collaboration, community, and the investment we make in people over time. We strongly prefer candidates already in a GC AI hub metro, and expect regular in‑person time — coworking, team meals, and quarterly offsites — plus up to 10% travel.

If you’re not in a hub today, we’ll consider candidates open to relocating to one.

A Note On Pace

We’re building something new in a once‑in‑a‑generation shift in technology and the legal industry, so we move at a relentless pace. We expect urgency, ownership, and good judgment even when things aren’t perfectly clear. If you need structure and consensus to do your best work, this isn’t the right place for you. If you thrive in ambiguity and growth, work with intensity, and want real responsibility, keep reading. We’re excited to meet you.

How We Work Together

GC AI is a distributed company with team members across North America, and soon Europe. We believe that because our business is AI, human connection matters more, not less. We invest in bringing people together through our hub model: regular coworking sessions, customer dinners, team and company offsites. If you’re in a location without an office, expect up to 10% travel (and more for customer‑facing roles).

Team members in the San Francisco Bay Area and Provo, UT (within 50 miles of the office) work together on Tuesdays, Wednesdays, and Thursdays. As we grow, we plan to establish permanent offices in more hub cities, and we will look to our team members to help build that in‑person culture. We currently hire across the United States and Canada.

Perks & Benefits

We proudly offer the following benefits for our full‑time employees:

Medical, Dental & Vision — Comprehensive coverage for you and your family
Life & Disability Insurance — Added protection when you need it most
Retirement Plan — Plan and save for your future
Parental Leave — Time to focus on what matters most
Continuous Development — Up to $3,000/year for job‑related learning & development
In‑Office Meals — DoorDash credits for breakfast, lunch & dinner
Paid Time Off — 15 PTO days + 5 sick days, with opportunities to accrue more
Company Holidays — 15 company holidays + 3 additional “Me Days”
Home Office Setup — $500 for new hires to build out their workspace
Cell Phone Reimbursement — $50/month toward your phone bill
Relocation Support — Assistance to help make your move easier

Equal Opportunity Employment

GC AI is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. GC AI is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. #LI-GCAI