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Salary: USD 100,000 - 120,000 / annual
Litify is a legal technology platform transforming how law firms and legal departments operate through intelligent, all-in-one legal operating solutions. Backed by Bessemer Venture Partners and recognized as one of Inc. 5000 and Deloitte Technology Fast 500's fastest-growing companies, Litify serves 400+ enterprise businesses and 55K+ legal professionals.
As Senior Customer Success Manager for AI, you will own the success of Litify's AI products across the customer base, blending technical curiosity with strategic relationship management. You'll help law firms adopt, implement, and scale AI use cases that drive measurable impact.
Key responsibilities include:
- Managing a portfolio of AI clients, providing ongoing support, strategic guidance, and consulting to ensure success and satisfaction
- Driving AI adoption by participating in onboarding and leading enablement initiatives, ensuring users understand how to incorporate AI into daily workflows
- Identifying expansion opportunities through new use cases, success stories, and data-driven recommendations
- Developing playbooks, best practices, and success frameworks that accelerate adoption across different firm types
- Gathering customer feedback through structured interviews and check-ins to capture product insights and emerging use cases
- Partnering with Product and Marketing to translate customer insights into roadmap inputs, enablement content, and customer stories
- Acting as a cross-functional stakeholder, working closely with Product, Engineering, Sales, Marketing, and Legal Services to ensure consistent, high-impact AI experiences
- Representing the customer voice in AI-related discussions from feature prioritization to enablement strategy
- Participating in customer-facing forums, advisory boards, and internal education initiatives
You bring 5+ years of Customer Success experience in SaaS environments, preferably supporting mid-market or scaled segments. You have strong technical aptitude and AI curiosity, with the ability to understand and explain AI concepts (generative AI, prompt-based workflows, automation) in practical, business-facing ways. You've driven adoption of complex or emerging technology, ideally AI-powered or data-driven products, by translating features into clear value for end users.
You excel at designing solutions and best practices by gathering requirements, synthesizing feedback, and tailoring recommendations to different customer workflows and maturity levels. You're consultative, building trusted relationships, driving measurable outcomes, and influencing renewals and expansion through value realization. You're comfortable working cross-functionally to influence roadmap decisions and go-to-market efforts. You have strong analytical and storytelling skills, using data and customer anecdotes to articulate impact. Your communication skills are excellent, both written and verbal, with experience presenting complex topics to technical and non-technical stakeholders.
