Customer Success Manager, Government - Legal

Accountabilities: Build and maintain strategic relationships with senior executives and key stakeholders across federal, state, and local government customers, serving as a trusted advisor throughout the customer journey. Understand customer objectives, operational environments, and legal workflows to identify opportunities where legal AI solutions can address business challenges. Develop collaborative customer success plans that define desired outcomes, implementation priorities, and measurable value. Design tailored AI-powered workflows and use cases that support government legal professionals and improve the way legal work is performed. Guide customers through change management by securing executive sponsorship, identifying internal champions, and developing strategies that encourage adoption across their organizations. Partner with customer education teams to ensure users receive appropriate training and have the support needed to use solutions effectively. Proactively manage a portfolio of accounts, prioritizing engagement based on adoption, customer health, and other key performance indicators. Lead executive business reviews to demonstrate delivered value, assess progress, address challenges, and establish joint roadmaps for continued success. Identify opportunities to strengthen customer satisfaction, improve retention, reduce churn, and support account expansion. Anticipate customer needs and resolve issues promptly while respecting government protocols and procurement requirements. Represent the voice of the customer by sharing feedback and insights with internal Product, Engineering, Sales, Marketing, and Support teams to inform future enhancements. Collaborate cross-functionally to improve the customer experience and achieve shared business objectives. Requirements: Law degree, formal legal education, or substantial professional experience working with attorneys or other legal professionals. Experience within government organizations, courts, or public-sector legal environments is highly desirable. At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS or subscription-based business models. In-depth understanding of government agency operations, including the ability to navigate complex bureaucratic structures and stakeholder environments. Familiarity with government procurement processes, compliance requirements, and established public-sector protocols. Strong sense of urgency and sound judgment when responding to government customer concerns and operational needs. Excellent relationship-building, communication, and stakeholder management skills, with the ability to engage confidently with senior executives. Proven ability to act as a strategic customer advisor, understand business priorities, and translate them into actionable success strategies. Customer-focused and proactive approach to problem-solving, with an emphasis on measurable outcomes, adoption, and satisfaction. Strong collaboration skills and experience working across functions to deliver customer value. Familiarity with legal technology or AI-powered platforms is preferred, along with curiosity and willingness to stay informed about developments in legal AI. Ability and willingness to travel up to 25%. Benefits: Target total cash compensation range of $93,100–$172,900 USD, varying by eligible U.S. work location and including base pay and any target sales incentive. Compensation positioning based on knowledge, skills, experience, and internal equity. Comprehensive medical, dental, vision, disability, and life insurance coverage. Competitive 401(k) retirement plan with company matching. Flexible vacation, paid sick and safe time, and paid holidays, including two company-wide mental health days. Parental leave and sabbatical leave. Flexible work arrangements, including the option to work from anywhere for up to 8 weeks per year. Employee incentive programs and an Employee Stock Purchase Plan. Tuition reimbursement and ongoing professional development through continuous learning and skills-building programs. Access to the Headspace app, Employee Assistance Program, fitness reimbursement, and mental, physical, and financial well-being resources. Flexible Spending Accounts and Health Savings Accounts. Optional hospital, accident, sickness, life, and AD&D insurance plans. Adoption and surrogacy assistance. Commuter benefits and access to a 529 education savings plan. Two paid volunteer days annually, with opportunities to participate in pro-bono consulting and environmental, social, and governance initiatives. An inclusive and flexible workplace culture focused on professional growth, collaboration, and work-life balance.