Senior Customer Success Manager, AI

Backed by Bessemer Venture Partners, Litify is proud to be recognized as one of Inc. 5000 and Deloitte Technology Fast 500’s fastest-growing private companies in America along with numerous awards for our unparalleled software. With offices in the vibrant cities of New York and New Orleans, we’re at the heart of legal innovation.

About the Role

Litify is transforming how legal teams operate through intelligent technology - and AI is at the heart of that evolution. We’re looking for a SR. CSM, AI who will own the success of Litify’s AI products across our customer base. This role blends hands-on technical curiosity with strategic relationship management - helping law firms adopt, implement, and scale AI use cases that drive measurable impact.

This person will get into the weeds with our customers, understand how AI fits into their day-to-day operations and surface insights that shape the future of our AI roadmap.

In this role, you will:

Own a portfolio of AI Clients, providing ongoing support, strategic guidance, and consulting to ensure the clients’ success and satisfaction with the Litify platform.

Drive AI Adoption & Value by participating in onboarding and leading continual enablement of LitifyAI customers, ensuring users understand how to incorporate AI into their everyday workflows.

Identify opportunities to expand AI usage within accounts through new use cases, success stories, and data-driven recommendations.

Develop and maintain playbooks, best practices, and success frameworks that accelerate adoption across firm types.

Gather & surface feedback by conducting structured interviews and check-ins with firms to capture product feedback and emerging use cases.

Partner with Product and Marketing to translate customer insights into roadmap inputs, enablement content, and customer stories.

Track and communicate recurring themes from customer feedback to influence prioritization and strategy.

Act as a Cross-Functional Stakeholder working closely with Product, Engineering, Sales, Marketing, and LSAP to ensure customers receive a consistent and high-impact AI experience.

Represent the voice of the customer in AI-related discussions from feature prioritization to enablement strategy.

Participate in customer-facing forums, advisory boards, and internal education initiatives to promote AI adoption.

You have:

Strong technical aptitude and AI curiosity, with the ability to understand, explain, and apply AI concepts (e.g., generative AI, prompt-based workflows, automation) in practical, business-facing ways.

Experience driving adoption of complex or emerging technology, ideally AI-powered or data-driven products, by translating features into clear value for end users.

Proven ability to design solutions and best practices by gathering requirements, synthesizing feedback, and tailoring recommendations to different customer workflows and maturity levels.

Consultative customer success experience, with a track record of building trusted relationships, driving measurable outcomes, and influencing renewals and expansion through value realization.

5 years of Customer Success experience in a SaaS environment, preferably supporting mid-market or scaled customer segments.

Comfort working cross-functionally with Product, Engineering, Sales, and Marketing to influence roadmap decisions, enablement strategies, and go-to-market efforts.

Strong analytical and storytelling skills, able to use data, usage insights, and customer anecdotes to articulate impact and inform decision-making.

Excellent written and verbal communication skills, including experience presenting complex or technical topics to both technical and non-technical stakeholders.

Experience enabling and training users, with an interest in educating customers on new technology and helping them evolve their workflows over time.

Disclosure:

This job is fully remote, with the exception of employees living in New York City and New Jersey. Our NYC/NJ employees adhere to our hybrid schedule, which requires working in our Manhattan office 6 days a month.

The estimated compensation range for this role is $100k - 120k base salary. You will also be offered a bonus opportunity and benefits.

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skill set, and balancing internal equity relative to peers at the company.