Lead Customer Success Manager

Jobtailor

Alabama

On-site

USD 120,000 - 160,000

Full time

3 days ago

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Job summary

Jobtailor is seeking a senior Customer Success leader to own premier-tier outcomes across a portfolio of high-value accounts. You will coordinate cross-functional teams, manage health and renewal strategies, and drive executive-level business reviews.

The role requires deep AI fluency to advise on aiR adoption, governance, and legal practice transformation, while building repeatable playbooks to elevate team performance and customer satisfaction.

Qualifications

7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise relationships.
Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level.
Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance.
C-suite credibility: lead exec-level conversations, challenge assumptions, influence decisions.
Deep AI fluency: advise on aiR adoption strategy, AI governance, workflow defensibility, and legal practice transformation.

Responsibilities

Own Premier-Tier customer outcomes and the overall success program quality for a portfolio of high-value accounts.
Coordinate the PSP catalogue and account team (TAM, Adoption Services, Executive Sponsor).
Own customer health and renewals business cases; lead ROI summaries and executive reviews.
Build VO champion relationships and deliver referenceable outcomes for Marketing and Sales.
Lead customers through aiR workflow integration and advise on governance, defensibility, and risk posture.

Skills

Account Management

Collaboration

Communication

Customer Relationship Management

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

C-Suite Engagement

Tools

Gainsight

Generative AI Tools

Job description

Own Premier-Tier customer outcomes and the overall success program quality for a portfolio of highest-value, most complex accounts
Orchestrate the PSP catalogue and coordinate the account team, including TAM, Adoption Services, and Executive Sponsor
Own customer health and build renewal business cases
Lead ROI Summaries, benchmarking reports, and executive-level Business Reviews
Build VO champion relationships and deliver referenceable outcomes for Marketing and Sales
Lead customers through aiR workflow integration, advising on governance, defensibility, and legal-practice transformation
Advise GCs, senior partners, and legal operations leaders on AI, workflows, and risk posture
Use generative AI tools for success planning, VO creation, and customer preparation
Build repeatable AI adoption and change-management playbooks and contribute to Tier 1 methodology
Own at least one department-level initiative annually with measurable business impact
Train and coach CSMs on VO quality, Tier 1 adoption, AI governance, executive engagement, and success planning
Represent the CSM function in cross-functional forums, product councils, and Sales alignment meetings
Maintain C-suite relationships across Premier-Tier accounts
Partner with AEs and Sales leadership on account intelligence, growth signals, and expansion strategies
Navigate complex stakeholder environments, including multi-entity global structures and political dynamics

Requirements

7–10 years in Customer Success, Consulting, or Strategic Account Management with demonstrable ownership of enterprise or premier-tier relationships
Track record of driving measurable outcomes across complex, multi-stakeholder accounts at the executive level
Proven ability to develop team methodology, playbooks, or enablement assets that improve peer performance
C-suite credibility: able to lead exec-level conversations, challenge assumptions constructively, and influence strategic decisions
Deep AI fluency: able to advise customers on aiR adoption strategy, AI governance, workflow defensibility, and the business case for AI-enabled legal practice transformation
Change-management leadership: able to help customers build internal consensus, navigate resistance, and measure adoption by outcomes
Commercial awareness: understands renewal dynamics, growth signals, and how to support Sales without overstepping role boundaries
Required deep expertise in legal technology, eDiscovery, litigation operations, or a compliance-regulated environment
Preferred background in legal practice, litigation support, or legal operations
Preferred experience owning Premier or paid success programs with defined SLAs and commercial accountability
Preferred advanced Gainsight user able to build or influence scorecard logic and reporting to drive team outcomes
Required Skills: Account Management, Collaboration, Communication, Customer Relationship Management (CRM), Customer Relationships, Customer Retentions, Customer Success, Relationship Management, Strategic Planning, Team Leadership

Core Competencies

Demonstrates deep expertise in Customer Success and Strategic Account Management, with a strong focus on AI fluency, change management, and building C-suite relationships. Proven ability to drive measurable outcomes and develop methodologies that enhance team performance in complex, multi-stakeholder environments.

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