Customer Success Manager

Overview

Join Luminance as Customer Success Manager to help enterprise legal teams adopt our AI-driven platform and maximize value. You will lead structured onboarding, align stakeholders, and guide change management across legal workflows. Build trusted relationships with legal and business teams while coordinating with Sales, Implementation, Product and Support to ensure a smooth journey. This is an opportunity to shape customer adoption and realize measurable outcomes in a fast-growing LegalTech company.

Responsibilities

• Own and manage the post-sales customer experience across Luminance’s product suite
• Lead structured onboarding engagements with clear milestones, timelines, and stakeholder alignment
• Partner with customers as they adopt AI-driven solutions and modernize legal workflows
• Guide customers through change management and drive strong user adoption across teams
• Act as the primary point of contact during onboarding and early lifecycle phases
• Build trusted relationships with key stakeholders across legal and business teams
• Collaborate with Sales, Implementation Specialists, Product, and Support to ensure a seamless journey
• Monitor customer engagement and proactively address risks and opportunities
• Identify opportunities for account growth, renewals, and expanded product usage
• Advocate for customers by feeding feedback to Product and leadership to improve service delivery
• Deliver product demonstrations, training sessions, and enablement support

Key requirements

• Experience in Customer Success, Account Management, Project Management, Implementation, or related customer-facing role within B2B SaaS; or as a legal professional transitioning into LegalTech
• Ability to manage structured onboarding processes or customer-facing projects
• Experience supporting customers through technology adoption or organizational change initiatives
• Strong organizational and project management skills with timelines and stakeholder expectations
• Experience supporting customers on guided, consultative software platforms (not purely self-serve)
• Strong communication and stakeholder-management skills
• Ability to quickly learn and explain advanced product functionality
• Analytical, proactive, and solution-oriented mindset
• Bachelor’s degree or equivalent practical experience

• Relationship-building
• Communication
• Stakeholder-management
• B2B SaaS platforms
• Change management
• Product demonstrations and enablement

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