Founding Customer Success Manager, Global Law School SaaS

Jobtailor; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor seeks a senior Customer Success/Program Manager to build and scale post-sign partnerships for law school clients across geographies. You will lead playbooks, cadence templates, training materials, and activation milestones while coordinating with Legal Engineers and Law School Managers to turn feedback into improvements.

The role emphasizes owning portfolio-wide reporting, driving activation, and delivering demos and trainings to diverse stakeholders across international campuses.

Qualifications

• 5+ years in customer success, account or program management, preferably in a high-growth SaaS, legal tech, or professional services environment.
• Build the machine mindset: you build systems, write playbooks, and hold yourself to metrics.
• Player-coach approach: you are a founding CSM for this team and will have a strong part in growing it.
• Strong trainer and presenter — you can run a room of law professors or a 1:1 demo with a student org leader and make both count.
• Legal background or strong legal context is a plus, not a requirement — comfort explaining legal AI tools to a sophisticated legal audience matters more than a JD.
• Experience building scaled or tech-touch CS programs for large, distributed account portfolios.
• Clear, direct communicator who doesn’t let follow-ups fall through the cracks.
• Comfortable working across time zones and geographies in close coordination with a distributed team.

Responsibilities

• Build and run the scaled post-sign partnership model for long tail school partners across geographies — playbooks, templated cadences, training materials, and activation milestones.
• Partner with Legal Engineers and Law School Managers to translate school feedback into program improvements and deeper embeds on key campuses.
• Own portfolio-wide reporting: track usage trends, activation status, and account health globally; surface risks and opportunities to all geo managers and to Grace.
• Own product training and demo delivery across the full law school portfolio — onboarding sessions, faculty demos, librarian trainings, classroom embeds, and workspace setup.
• Maintain the law school CRM across all geographies — account notes, POC data, meeting logs, and opportunity tracking.
• Lead end-of-term recap cycles, capturing Y1 learnings and aligning on Y2 activation goals with key internal stakeholders and Law School champions.

Skills

Customer success

Account management

Program management

SaaS

Training delivery

Public speaking

Legal tech

Cross-time zone collaboration

Tools

CRM systems

Job description

Jobtailor seeks a senior Customer Success/Program Manager to build and scale post-sign partnerships for law school clients across geographies. You will lead playbooks, cadence templates, training materials, and activation milestones while coordinating with Legal Engineers and Law School Managers to turn feedback into improvements.

The role emphasizes owning portfolio-wide reporting, driving activation, and delivering demos and trainings to diverse stakeholders across international campuses.