Customer Success Manager

Lumenci•, (Multiple States)

13d•$90,000 - $115,000•Remote

About The Position

Lumenci is hiring a remote Customer Success Manager to support iLumos, its AI-powered patent intelligence platform. The role is focused on converting inbound interest from law firms, corporate IP teams, and patent investors into customers through live product demonstrations, discovery, objection handling, sales support, and new-customer onboarding. The Customer Success Manager will tailor demos to different audiences, respond to incoming demo requests promptly, and help prospects understand how iLumos addresses their patent and IP challenges. The role partners with Sales to advance opportunities and support deal closure, while Sales retains ownership of pilot programs. After onboarding, customers are handed off to the account team for ongoing relationship management. The position also involves creating and refining demo scripts, talk tracks, and objection-handling guides, helping teammates deliver consistent demos, and sharing prospect feedback and common objections with the iLumos GTM Leader and Product. It is a full-time, exempt, remote role based in the United States, reporting to the iLumos GTM Leader, with 10–15% travel for customer meetings, internal sessions, and industry events. Candidates must be authorized to work in the United States; visa sponsorship is not available.

Requirements

3–5 years of experience in a customer-facing software role, such as customer success, customer onboarding, pre-sales, solutions consulting, or product specialist.
Has delivered more than 100 live product demos to business or professional buyers.
Experience at a patent, IP technology, or legal technology company.
Proven ability to conduct discovery, handle objections, and move prospects to next steps.
Experience onboarding new customers onto a software product.
Strong presence, energy, and communication skills in live conversations.
Availability to support demos on short notice during business hours.
Ability to travel 10–15% for customer meetings, internal sessions, and industry events.
Authorization to work in the United States; the company cannot sponsor or take over sponsorship of an employment visa.

Nice To Haves

Experience demoing AI, analytics, or data-driven products.
Familiarity with patent and IP workflows, such as prior art search, patent landscaping, portfolio analysis, or litigation support.
Technical, engineering, or legal background, such as being a patent agent, holding an engineering degree, or holding a JD.
Experience with Salesforce or HubSpot.

Responsibilities

Deliver live, tailored iLumos product demos to prospective customers, including responding to incoming leads on short notice.
Conduct discovery to understand prospects’ workflows, priorities, and decision criteria.
Explain how iLumos addresses patent and IP challenges in terms relevant to customers.
Adapt demos for audiences including patent attorneys, IP counsel, investors, and executives.
Answer product, workflow, and value questions during live conversations.
Handle objections and move prospect conversations toward clear next steps.
Partner with Sales to advance opportunities and help close deals.
Support pilot programs by demoing and onboarding pilot users; Sales owns the pilot.
Share prospect feedback and common objections with the GTM Leader and Product.
Lead onboarding for new customers so they can use iLumos quickly and confidently.
Guide customers through setup, core workflows, and best practices.
Transition customers to the account team after onboarding, clearly documenting goals, stakeholders, and next steps.
Build and refine demo scripts, talk tracks, and objection-handling guides.
Help teammates deliver iLumos demos consistently.