Customer Success Manager (Founding Team)
About The Position
TrialKit is an AI-native legal technology platform transforming how attorneys handle digital discovery. Our platform ingests, organizes, and analyzes discovery materials - documents, images, audio, and video - and unlocks insights through natural language search, linked entities, and case-building tools. TrialKit was designed by defense attorneys and is already used by more than 100 law firms across the United States. We’re building the modern platform for litigation teams - and the customer success team that ensures its used to win cases. The Customer Success Manager will join TrialKit’s early Customer Success team, working directly with the Director of Customer Success. You will own customer relationships post-sale - guiding onboarding, driving adoption, and ensuring long-term success, retention, and expansion. You’ll work closely with attorneys and litigation teams, helping them integrate TrialKit into real case workflows and get meaningful value from the platform. This is a hands-on role - you’ll support discovery workflows, troubleshoot issues, and proactively manage customer health.
Requirements
- 5+ years in Customer Success, Account Management, or Client Services in a SaaS or legal tech
- Proven ability managing enterprise or strategic customer accounts
- Experience using customer success frameworks including lifecycle management, adoption tracking, and renewal forecasting
- Strong analytical skills with the ability to track and interpret customer health metrics and usage data
- Excellent communication and relationship management skills
- Familiarity with CRM, customer success, and analytics tools
Nice To Haves
- Background in legal technology (AI-assisted discovery tools, document analysis, or legal workflow automation)
- Experience working with Am Law firms or litigation support teams
Responsibilities
- Own accounts from onboarding through renewal, ensuring strong adoption and measurable value.
- Run regular check-ins and business reviews with customers, tracking usage and engagement.
- Work closely with Sales and Leadership to identify and execute expansion and cross-sell opportunities, positioning new platform capabilities that deliver additional value.
- Act as the bridge between customers and the Discovery team, ensuring smooth data processing and case workflows.
- Become a product expert and lead trainings on best practices for managing discovery within TrialKit.
- Respond to customer questions, troubleshoot issues, and escalate when needed.
- Partner with Sales, Discovery, Product, and Leadership teams to deliver a cohesive customer experience.
- Share customer feedback, product requests, and trends with the Product team to inform roadmap priorities.
- Help develop scalable customer success playbooks and internal processes.
Benefits
- One of the first customer success hires at a fast-growing AI startup, opportunity to shape customer success
- Direct exposure to company leadership and strategy
- High-impact role working directly with customers and shaping how TrialKit is used in real cases
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
