Customer Success Manager

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

We are looking for a Customer Success Manager to help customers successfully adopt and maximize value from Luminance’s enterprise LegalTech platform. This role is ideal for someone who enjoys working in a consultative, outcomes-driven way and who is confident guiding customers through structured onboarding and long-term adoption journeys.

As a Customer Success Manager at Luminance, you will partner with legal teams as they evolve their workflows and embrace AI-driven technology. You will play a key role in supporting customers through change, ensuring successful adoption, and helping them realize measurable value from their investment.

The successful candidate will combine strong relationship-building skills with analytical thinking and disciplined delivery. You will manage onboarding milestones, align stakeholders, and act as a strategic partner as customers modernize their legal operations.

We welcome candidates from Customer Success, Account Management, Project Management, Implementation, or client-facing legal roles including former lawyers who are passionate about technology and contributing to innovation within the legal industry.

Responsibilities

Own and manage the post-sales customer experience across Luminance’s product suite

Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment

Partner with customers as they adopt AI-driven solutions and modernize their 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

Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey

Monitor customer engagement and proactively address risks and opportunities

Identify opportunities for account growth, renewals, and expanded product usage

Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery

Deliver product demonstrations, training sessions, and enablement support

Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into LegalTech

Demonstrated 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 the ability to manage 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 confidently explain advanced product functionality

Analytical, proactive, and solution-oriented mindset

Bachelor’s degree or equivalent practical experience