Customer Success Manager, Enterprise

vLex España; Key Biscayne (FL); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in legal tech is seeking a Customer Success Manager to ensure clients maximize value from AI products. This role involves onboarding, relationship management, and driving product adoption, while working closely with sales and support teams. Join a diverse team that values innovation and customer experience.

Benefits

100% Medical Premium Coverage

Health Savings Account (HSA)

Dental and Vision Plans

401(k) Retirement Plan

Generous PTO policy

Flexible hours and work-life integration

Qualifications

• 3+ years of experience in customer success for SaaS/AI products.
• Strong understanding of the legal industry and technology trends.

Responsibilities

• Lead customer onboarding and manage relationships with key stakeholders.
• Drive product adoption and ensure customer satisfaction.

Skills

Customer Success

Communication

Analytical Mindset

Project Management

Education

Bachelor’s degree in Business, Law, or a related field

Juris Doctor (JD)

Job description

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Location: Customer Success Manager, Enterprise

Reports to: Remote but only hiring from the following states: Florida, Georgia, Indiana, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Vermont

Level: L4

Why vLex

If you’re passionate about innovation, technology, and the legal world, this is your opportunity to be part of something meaningful. At vLex, we are transforming legal research globally—combining deep legal expertise with advanced AI to build tools that empower professionals to make smarter, faster decisions.

vLex is a global provider of legal intelligence and research solutions, offering access to one of the world's largest collections of legal information, including case law, legislation, regulations, and secondary sources. Leveraging cutting-edge artificial intelligence (AI) and data analytics, vLex empowers law firms, corporations, academic institutions, and government agencies with smarter, faster, and more comprehensive legal research tools.

By joining our team, you’ll contribute to shaping the future of legal intelligence while working in a diverse, collaborative, and forward-thinking environment. Let’s redefine what’s possible in legal tech—together.

Position Overview

As a Customer Success Manager, you will play a pivotal role in ensuring our clients, primarily law firms and legal departments, achieve maximum value from our AI products and services. You will be the primary point of contact for customers, responsible for managing relationships, driving product adoption, and ensuring customer satisfaction and retention. You will work closely with sales, product, and support teams to deliver a seamless customer experience and help our clients leverage our solutions to their fullest potential.

Key Responsibilities:

• Customer Onboarding: Lead and manage the onboarding process for new clients, ensuring a smooth transition from sales to implementation and providing training and support to maximize early adoption and engagement.
• Relationship Management: Develop strong, trusted relationships with key stakeholders at client organizations, including partners, IT managers, and other decision-makers, to understand their needs, objectives, and business goals.
• Product Adoption: Drive product usage by developing and executing strategies to increase adoption, engagement, and customer satisfaction. Regularly monitor usage metrics and provide insights, guidance, and best practices to clients.
• Proactive Support: Serve as the primary point of contact for customer inquiries, issues, and feedback. Collaborate with internal teams to resolve customer challenges and ensure timely, effective solutions.
• Renewals and Upselling: Proactively identify expansion opportunities within existing accounts and collaborate with the sales team to drive renewals, upsells, and cross-sells of additional products or services.
• Customer Advocacy: Represent the voice of the customer internally, providing feedback and insights to the product and development teams to help shape product roadmap and improvements.
• Reporting and Analysis: Monitor key performance metrics, prepare customer success reports, and share insights and recommendations to improve customer satisfaction and retention rates.
• Training and Education: Develop and deliver training materials, webinars, and workshops to educate clients on new features, updates, and best practices related to our AI products and services.

Qualifications:

• Bachelor’s degree in Business, Law, or a related field; Juris Doctor (JD) preferred.
• 3+ years of experience specifically in customer success for SaaS/AI products (required).
• Strong understanding of the legal industry, including knowledge of law firm operations, legal technology trends, and AI applications in the legal sector.
• Proven track record of managing and growing customer relationships, driving product adoption, and achieving customer satisfaction goals.
• Excellent communication and presentation, with the ability to influence and build credibility with clients.
• Analytical mindset with the ability to interpret customer data and metrics to drive decisions and strategies.
• Proactive, results-driven, and highly organized with strong project management skills.
• Passion for technology, innovation, and delivering exceptional customer experiences.

What we offer:

At vLex, we believe people do their best work when they’re healthy, supported, and empowered—both in and out of the workplace. We offer a competitive and thoughtful total rewards package designed to support your wellbeing, growth, and flexibility across every stage of your career.

Comprehensive Benefits

• 100% Medical Premium Coverage for employees and 20% coverage for dependents through CareFirst
• Health Savings Account (HSA) option to support tax-advantaged medical savings
• Dental Plan (with orthodontia) and Vision Plan offered through Guardian
• Employer-paid Basic Term Life and AD&D Insurance
• Short-Term Disability (employer-paid) and Long-Term Disability (employee-paid)
• Critical Illness Coverage (voluntary), offering added protection during serious health events
• Pet Insurance because furry family members matter too
• Spring Health for mental wellness and counseling services
• Global Emergency Assistance program for international travel and critical support when it matters most
• 401(k) Retirement Plan with a Safe Harbor non-elective 3% employer contribution for all eligible employees—no match required

Flexibility & Time Off

• Remote-first culture with the option to work from any of our well-located offices across the globe
• Generous PTO policy, 13 company holidays, and 4 floating days
• Supportive of flexible hours and work-life integration, especially across time zones

Professional & Legal Resources

• Access to R-Legal, our internal platform for legal and professional development content
• Opportunities to work cross-functionally and globally, helping you grow in an international legal tech environment
• A culture of continuous learning, with opportunities to attend industry events, workshops, and internal knowledge-sharing sessions

An important note

Lasting change is always built on diversity. vLex recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, sex, sexual orientation, disability, age, veteran status, ancestry, citizenship, marital status, gender identity, and any other protected status under applicable law.

If you need accommodation at any stage of the process, please let us know in your application. And even if you don’t meet every qualification listed—reach out! You might be a great fit for another role, now or in the future.