Senior Strategic Customer Success Manager

The Senior Customer Success Manager owns outcomes for a portfolio of large, complex, or strategically important accounts and raises the bar for what excellence looks like across the team. This role operates as a strategic consultant and change-management partner, helping customers adopt new product features and transform how they practice law with AI. Senior CSMs lead multi-use case adoption, advise on AI governance and workflow defensibility, and bring executive presence to high-stakes customer conversations.

Build and execute outcome-driven account plans anchored to each customer's business objectives

Own the customer's health score across all four dimensions (ROI, adoption, utilization, engagement); drive year-over-year improvement

Lead multi-use case and multi-feature adoption strategies; connect platform depth and breadth to measurable customer ROI

Deliver referenceable Verified Outcomes that serve as marketing assets; target VO champion status within key accounts

Own adoption of our GenAI aiR Suite at the account level, building a clear plan to goal, identifying blockers, overcoming objections, and identifying next steps for each account

Lead the conversation from "how to use the product" to "how to transform the way you work," helping customers redesign workflows, calculate their return on investment at the project level, and build the internal case for change

Deliver customized onboarding presentations and partner with teams across the business to tailor advanced sessions to customer needs

Advise customers on aiR governance and defensibility: what to automate, what to govern, and where human expertise is irreplaceable

Document and share AI adoption and change-management playbooks that become team standards

Independently identify, own, and remediate health risks before they become escalations or commercial risks

Anticipate renewal-year dynamics and, in partnership with Sales, build the business case for renewal throughout the account lifecycle

Identify expansion signals and surface them to Sales with a documented account perspective; act as a credible commercial partner without owning the transaction

Build multi-threaded relationships, including C-suite and executive sponsors; be recognized by customers as a peer

Lead tailored Business Reviews and Success Forums with narrative control, business-outcome framing, and quantified impact

Navigate complex stakeholder environments; influence direction, challenge assumptions, and orchestrate change without formal authority

Develop at least one playbook, framework, or enablement asset per year that is adopted by peers or incorporated into team methodology

Serve as an informal mentor to L4 CSMs; provide coaching on VO quality, exec engagement, AI adoption conversations, and change-management strategy

Represent the team in cross-functional forums; bring customer insight back to inform product, enablement, and operational decisions

Use generative AI tools to absorb routine work and model what AI-accelerated execution looks like for the broader team