Customer Success Manager – AI Platform

Lumenci • Austin, TX

37d • $80,000 - $115,000 • Hybrid

About The Position

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 with 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: accrued Paid Time Off (PTO), designated company holidays, and additional "floating" holidays
• Holistic Wellness Support: Wellness Leave, paid leave for bereavement and parental bonding
• Culture of Autonomy & Growth: 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