Lead Customer Success Manager - Chamelio

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

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 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 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 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 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 Experience working with legal teams, legal operations, contract workflows, or legal tech Familiarity with AI products, knowledge management, CLM, matter management, or workflow automation Experience creating customer education programs, webinars, workshops, help content, or community-style enablement Experience as an early customer success hire or as part of a fast-growing CS organization

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