Note: The job is a remote job and is open to candidates in USA. Draftwise is at the forefront of AI in the legal industry, building a secure knowledge platform that helps lawyers draft, negotiate, and review contracts faster. The Senior Customer Success Manager will own client relationships, drive engagement with AI-powered workflows, and ensure lawyers become committed advocates for the product.
Responsibilities
- Own client relationships end to end, from onboarding and adoption through retention and expansion
- Help lawyers and legal teams understand and unlock the full power of AI in their day-to-day work
- Drive meaningful engagement and measurable value for every customer in your portfolio
- Accelerate adoption of AI-powered workflows, deepening usage across practice groups and matter types
- Ensure lawyers at your firms become committed advocates for the product
- Serve as the voice of your users across the organization, translating their feedback into product insights
- Partner directly with our product team to shape what we build next
- Help design the systems and processes that let us deliver this level of partnership to more customers over time
Skills
- Exceptional communication and relationship-building skills, with a track record of earning trust at senior stakeholder levels
- Proven ability to drive engagement, retention, and expansion in a B2B SaaS environment
- Experience owning net revenue retention and expansion metrics for a defined book of business
- Passion for seeing customers succeed and turning satisfied users into vocal advocates for AI-powered tools
- Experience managing large-scale software rollouts in complex organizational environments, ideally involving AI or technically sophisticated products
- Experience designing training programs that help non-technical users build confidence with new technology
- Comfort with data: pulling reports, tracking health metrics, and translating numbers into action
- Enthusiasm for AI and a desire to stay close to a fast-moving product
- Interest in the legal industry or language analytics
- 5+ years in a customer-facing SaaS role
- Experience in legaltech or working with law firms
- Hands-on experience with AI tools, whether in a professional or personal context
- Experience designing scalable CS processes at an early-stage or high-growth company
- A track record of identifying and executing upsell and expansion opportunities
Benefits
- Flexible, fully remote work with optional co-working in major cities
- Competitive salary with meaningful equity at Series A, in a company at the center of the AI moment in legal
- Private medical care
- New laptop and home office stipend
- Generous PTO and sick leave
Company Overview