Deliberately Incorporated · 15 hours ago
Senior Customer Success Manager
San Francisco, CA
Full-time
Hybrid
Senior Level
$140K/yr - $160K/yr
5+ years expDeliberately Incorporated is seeking a Senior Customer Success Manager to own post-sale customer outcomes across their legal customer base. This role involves managing complex customer relationships, driving adoption and retention, and collaborating with various teams to ensure customers realize value from the platform.
Artificial Intelligence (AI)Generative AILegal TechSaaS
Responsibilities
Own and manage relationships with a portfolio of legal customers, ensuring strong onboarding, adoption, and long-term success
Act as a trusted advisor to customers, deeply understanding their legal workflows, goals, and success criteria
Lead customer onboarding and training, ensuring customers are set up for success early in their lifecycle
Drive product adoption, retention, and expansion by proactively identifying risks, opportunities, and growth paths
Serve as the primary point of contact for customer escalations, issue resolution, and strategic discussions
Collaborate closely with product and engineering teams to communicate customer feedback, feature requests, and pain points
Partner with sales to support renewals, expansions, and smooth handoffs from pre-sale to post-sale
Maintain accurate customer health data, usage insights, and account notes within CRM and CS tooling
Contribute to the development of customer success processes, playbooks, and best practices
Qualification
Required
5+ years of experience in Customer Success, Account Management, or a related post-sale SaaS role
Proven experience managing complex B2B SaaS accounts with multiple stakeholders
Strong understanding of customer lifecycle management, onboarding, adoption, renewals, and retention strategies
Excellent communication and relationship-building skills, with the ability to engage legal professionals and executives
Experience working cross-functionally with sales, product, and engineering teams
Highly organized, proactive, and comfortable operating independently in a fast-paced startup environment
Ability to translate product capabilities into business value and measurable outcomes for customers
Preferred
Experience in legal technology, case management, document automation, or AI-powered SaaS platforms
Familiarity with legal workflows, courts, or law firm operations
Experience supporting mid-market or enterprise customers
Comfort working in an early-stage or growth-stage startup environment
Experience contributing to customer success metrics, health scoring, or lifecycle reporting
Company
Deliberately Incorporated
Deliberately.ai automates intake, organizes facts, and drafts documents - so you can focus on strategy, not paperwork.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase