Lead Customer Success Manager

We’re hiring a Lead Customer Success Manager to own and scale customer success for Chamelio’s active customer base.

This is a senior, customer-facing role focused on helping in-house legal teams get sustained value from Chamelio after implementation. You’ll work with stable accounts to track engagement, deepen adoption, educate users on AI-enabled legal workflows, and make sure customers continue to see Chamelio as an essential part of how their legal teams operate.

You’ll partner closely with Account Management, which owns the commercial relationship, while you own customer engagement, health, education, and long-term value realization.

You’ll also help build the customer success function itself: defining playbooks, engagement programs, customer health signals, education motions, and eventually helping grow and lead the team.

Key Responsibilities

Customer Engagement & Adoption

Own ongoing success for Chamelio’s active customer accounts after onboarding

Track product engagement, usage patterns, customer sentiment, and account health

Identify risks early and proactively drive plans to increase adoption and value

Build strong relationships with legal, legal operations, and business stakeholders

Help customers expand usage across teams, workflows, departments, and regions

Run regular customer check-ins focused on adoption, impact, education, and next best actions

Turn passive or under-engaged accounts into active, confident, high-value users

AI Education & Enablement

Educate customers on how to use AI effectively, responsibly, and practically in legal workflows

Help in-house legal teams understand what Chamelio can do, where it fits, and how to build confidence in AI-assisted work

Create repeatable enablement programs, training sessions, office hours, and customer education materials

Translate customer uncertainty or friction around AI into clear guidance, examples, and product feedback

Stay current on legal AI, legal operations, and customer adoption patterns so Chamelio’s customers are always learning from best practices

Customer Success Operations

Build the operating rhythm for customer success at Chamelio

Define customer health metrics, engagement thresholds, risk indicators, and reporting

Create playbooks for account reviews, adoption campaigns, customer education, executive updates, and risk recovery

Segment customers by needs, maturity, and engagement level to design the right success motions

Partner with Product to share structured customer feedback and identify recurring needs

Partner with Account Management on renewal readiness, expansion signals, and customer risk, while leaving commercial ownership with the Account Management team

Team Building

Help define what excellent customer success looks like at Chamelio

Build the systems, habits, and standards that future customer success team members will follow

Mentor future hires and help grow the customer success function over time

Bring structure without slowing the company down: practical process, clear ownership, and strong customer judgment

What We’re Looking For

5–10 years of experience in customer success, account management, customer education, implementation, solutions consulting, or a similar customer-facing B2B SaaS role

Experience managing ongoing relationships with mid-market or enterprise customers

Strong ability to drive adoption and engagement across complex organizations

Experience building customer success playbooks, health scoring, engagement programs, or education motions

Excellent communication skills, including comfort presenting to senior stakeholders

Strong technical curiosity and comfort explaining AI or complex software to non-technical users

Ability to partner well with Account Management, Sales, Product, and Engineering

Structured thinking, high ownership, and a proactive approach to customer risk

Startup mindset: practical, accountable, adaptable, and comfortable building from ambiguity

Strong Plus

Experience working with legal teams, legal operations, contract workflows, or legal tech