Customer Success Manager, Enterprise & Onboarding
About The Position
As a Customer Success Manager at GC AI, you will own two critical moments in the customer lifecycle: onboarding and renewal. You will help legal teams adopt AI in their daily work by building rollout plans, training users, monitoring adoption, identifying risk, and showing measurable value to legal leaders. This is a hands-on role for someone who wants commercial ownership, close customer relationships, and direct impact at a fast-growing B2B SaaS startup. You will work closely with Sales, Product, Support, and the founding team to make sure customers are successful from kickoff through renewal.
Requirements
- 3-7 years of experience in B2B SaaS Customer Success or a similar customer-facing role.
- Experience owning onboarding, adoption, renewals, or expansion for enterprise and strategic customers.
- Strong presentation skills, including comfort leading live demos, customer trainings, office hours, and executive business reviews.
- Ability to use customer data, product usage, and business outcomes to build renewal and expansion narratives.
- Strong discovery and relationship management skills, including the ability to identify adoption blockers and customer risk early.
- Comfort learning technical products and explaining them clearly to non-technical users.
- Ownership mindset, sound judgment, and comfort operating in a fast-paced startup environment.
- Experience working at a startup or scale-up where a process is still being built.
Nice To Haves
- Experience supporting legal, compliance, finance, HR, or other professional-services-oriented teams.
- Experience with AI, legal tech, productivity software, workflow automation, knowledge management, or collaboration tools.
Responsibilities
- Lead customers from kickoff through adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post-launch follow-up.
- Monitor usage, identify blockers, and help legal teams build GC AI into daily workflows across contracts, research, drafting, policies, and playbook-based review.
- Own or partner on renewal strategy for enterprise and strategic accounts, using adoption data, customer outcomes, stakeholder engagement, and ROI analysis to support renewal and expansion conversations.
- Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders.
- Translate customer feedback into clear product insights, adoption themes, and roadmap input for the Product team.
- Lead live demos, onboarding sessions, office hours, and executive business reviews tailored to legal audiences.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
