Lead Customer Success Manager

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 - 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 WHY JOIN CHAMELIO Chamelio is building legal intelligence for modern in-house legal teams. Our customers use Chamelio to structure legal knowledge, improve legal workflows, and bring AI into the daily work of legal teams in a practical, trusted way. In this role, you’ll shape how customers continue to learn, engage, and grow with Chamelio over time. You’ll be close to customers, close to product, and close to leadership, with real influence over how the customer success function is built. If you want to help legal teams adopt AI meaningfully, build a high-impact CS motion, and grow into a leadership role without stepping away from the customer, we’d love to meet you. EQUAL OPPORTUNITY Chamelio is an equal opportunity employer. We welcome candidates from all backgrounds and are committed to building an inclusive, thoughtful, and ambitious team.