Customer Success Manager – AI Platform

Lumenci • Austin, TX

22h • Hybrid

About The Position

Lumenci is looking for a Customer Success Manager – AI Platform to lead customer onboarding, product adoption, and ongoing support for iLumos.ai, our next‑generation AI‑powered patent intelligence platform. This Austin‑based role is ideal for professionals with 3–5 years of experience in customer success, enterprise SaaS implementation, or B2B technology who want to work at the forefront of AI and legal tech. As a Customer Success Manager, you will own the onboarding experience, drive retention and engagement, and deliver demos and enablement for law firms, patent investors, and corporate IP teams.

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 that 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.

Employment Type: Full-time, exempt
Work Arrangement: Hybrid (possibility of remote with intention to relocate to Austin)
Location: Austin, TX (required)
Reports To: Customer Success Lead

Lumenci is seeking a Customer Success Manager – AI Platform to support the launch, commercialization, and adoption of iLumos.ai, across law firms, patent investors, and corporate IP teams. This role is designed for an early‑to‑mid career professional with 3–5 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 Manager will work closely with the Customer Success & GTM Lead, Vice President of Product, and cross‑functional teams to onboard customers, support pilot programs, collect customer insights, and execute repeatable customer success motions for Lumenci’s AI‑powered patent intelligence platform.

Requirements

• 3–5 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
• 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.
• Exposure to or interest in go‑to‑market activities (e.g., supporting demos, pilot programs, or customer discovery).

Responsibilities

• Own onboarding for 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, ensuring a smooth and confident launch.
• 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.
• Support coordination of iLumos 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 preparing customer‑facing presentations, assisting with product demos, and engaging early adopters.
• Partner with Sales, Product, and Marketing to ensure consistent messaging and positioning for iLumos.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 that include significant company contributions toward employee premiums
• Retirement Strategy: 401(k) program with a competitive employer-matching contribution
• Performance-Based Incentives: variable pay component designed to reward both individual achievements (KRAs) and overall company success.
• Time Off & Leaves: balanced leave policy that includes accrued Paid Time Off (PTO), designated company holidays, and additional "floating" holidays
• Holistic Wellness Support: dedicated Wellness Leave to address both physical health and emotional well-being, as well as paid leave for significant life events like bereavement and parental bonding.
• Culture of Autonomy & Growth: flexible, remote-first work environment that favors autonomy and provides 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