Customer Success Associate – AI Platform

Lumenci • Austin, TX

7d • Hybrid

About The Position

Lumenci is seeking a Customer Success Associate – AI Platform to support the launch, commercialization, and adoption of Lumenci AI across law firms, patent investors, and corporate IP teams. This role is designed for an early-career professional with 2–5 years of experience who wants to grow at the intersection of enterprise Legal SaaS, AI products, customer success, and go-to-market execution. The Customer Success & GTM Associate will work closely with the Customer Success & GTM Lead, Vice President of Product, and cross-functional teams to help onboard customers, support pilot programs, collect customer insights, and execute repeatable customer success motions for Lumenci’s AI-powered patent intelligence platform.

Requirements

• 2–5 years of experience in one or more of the following areas: Customer success or account management, Enterprise SaaS or software implementation, Product operations, sales engineering, or revenue operations, Consulting, professional services, or business operations
• Exposure to B2B software, AI/ML products, or legal / IP technology is a plus.
• Strong written and verbal communication skills, with comfort interacting with external customers and internal stakeholders.
• Ability to manage multiple tasks, follow structured processes, and maintain accurate documentation.
• Analytical mindset with the ability to work with basic product usage data, customer feedback, and workflow metrics.
• Comfortable working in a fast-paced, evolving product environment with a high degree of ownership.

Nice To Haves

• Customer success or onboarding for Legal SaaS products
• Legal technology, IP analytics, or adjacent professional services
• Workflow automation, AI-enabled tools, or data-driven products
• Familiarity with CRM tools such as Salesforce or HubSpot and collaboration tools such as Jira, Confluence, or similar platforms.

Responsibilities

• Support onboarding of law firms, enterprise customers, and early AI platform adopters under the guidance of the Customer Success & GTM Lead.
• Assist customers in navigating AI-powered product workflows and implementation processes.
• Help drive platform adoption by responding to customer questions, documenting best practices, and escalating issues as needed.
• Capture and organize customer feedback, workflow challenges, and adoption barriers for review by Product and Customer Success leadership.
• Assist in coordinating Lumenci AI pilot programs, including scheduling, customer communication, and tracking deliverables.
• Help structure pilot documentation, including success criteria, timelines, and enablement materials.
• Collect usage metrics and qualitative feedback from pilot customers and summarize insights for Product and GTM stakeholders.
• Contribute to playbooks and templates that support scalable onboarding and customer success programs.
• Support go-to-market initiatives such as building early adopter lists, preparing customer-facing presentations, and coordinating product demos.
• Partner with Sales, Product, and Marketing to ensure consistent messaging and positioning for Lumenci AI.
• Help maintain CRM and customer tracking data related to pilots, onboarding status, and adoption milestones.
• Participate in structured customer discovery calls, taking notes and documenting key pain points and workflow needs.
• Help monitor competing legal tech, AI, and enterprise Legal SaaS offerings and summarize relevant insights for the Product team.
• Assist in organizing customer and market feedback to inform product roadmap discussions.
• Track pilot outcomes and support conversion of successful pilots into recurring subscription or usage-based revenue opportunities.
• Help identify upsell and expansion signals and route them to the Customer Success & GTM Lead and Sales.
• Maintain basic dashboards or reports that show customer health indicators, adoption metrics, and expansion opportunities.

Benefits

• Robust medical, dental, and vision insurance options with significant company contributions
• 401(k) program with competitive employer-matching contribution
• Performance-based incentives (variable pay component)
• Accrued Paid Time Off (PTO)
• Designated company holidays
• Additional "floating" holidays
• Dedicated Wellness Leave
• Paid leave for significant life events like bereavement and parental bonding
• Flexible, remote-first work environment
• Structured support for ongoing professional development and career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed