Customer Success & GTM Associate – AI Platform

Lumenci • Austin, TX

10d • Hybrid

About The Position

Lumenci is looking for a Customer Success & GTM Associate – AI Platform to help launch and scale Lumenci AI, our next-generation AI-powered patent intelligence platform. Based in Austin, TX, this role is ideal for professionals with 2–5 years of experience in customer success, enterprise Legal SaaS, or B2B technology who want to work at the forefront of AI and legal tech. You will play a key role in driving customer onboarding, supporting pilot programs, and accelerating adoption across law firms, patent investors, and corporate IP teams while helping shape how AI products are brought to market and scaled.

About Lumenci
Founded in 2018, Lumenci is a premier intellectual property consulting firm specializing in patent litigation, expert witness testimony, and patent monetization for leading corporations and global law firms operating across the software, telecommunications, semiconductors, and emerging technology sectors. A key part of Lumenci’s model is the integration of deep technical expertise with litigation strategy. Our teams support high-stakes disputes by developing technical narratives, performing rigorous analysis, and partnering with world-class expert witnesses whose testimony shapes case outcomes in courts and arbitration forums worldwide. Headquartered in Austin, Texas, with offices in San Francisco, New York, and Gurugram, India, Lumenci delivers end-to-end support spanning technical analysis, expert strategy, valuation, and monetization execution. Our differentiated approach, which includes combining engineering depth, litigation experience, and operational rigor, has resulted in long-term partnerships with leading law firms and technology companies navigating complex IP disputes.

Lumenci is backed by VSS Capital Partners (“VSS”) and Century Equity Partners (“CEP”). VSS is a private equity firm dedicated to investing in tech-enabled business services, healthcare, and education companies. Since 1987, VSS has managed eight private capital funds with aggregate committed capital of nearly $4 billion across 103 platform companies and over 600 add-on acquisitions. VSS’s investment in Lumenci was from VSS Structured Capital IV, L.P. (“VSS SC IV”), a $530 million fund which had its final closing in December 2022. CEP is a private equity firm headquartered in Boston, MA, that partners with companies seeking investments to support growth or fund acquisitions, partial buyouts, or recapitalization opportunities.

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

• Comprehensive Health & Well-being: robust medical, dental, and vision insurance options with significant company contributions
• Retirement Strategy: 401(k) program with competitive employer-matching contribution
• Performance-Based Incentives: variable pay component rewarding individual achievements and company success
• Time Off & Leaves: accrued Paid Time Off (PTO), designated company holidays, and additional "floating" holidays
• Holistic Wellness Support: dedicated Wellness Leave, paid leave for bereavement and parental bonding
• Culture of Autonomy & Growth: flexible, remote-first work environment, structured support for professional development and career advancement

What This Job Offers

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