Customer Success Manager

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This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade AI for enterprise. Backed by internationally renowned VCs, Luminance has been named in Forbes AI 50 list of 'Most Promising Private AI Companies in the World' and Inc. 5000's 'Fastest Growing Companies in America'. Luminance is disrupting the legal profession around the globe. A unique opportunity to join Luminance's growing global Customer Success team presents the chance to work with businesses spanning top international law firms to household names in every sector across 60 countries.

The role focuses on cultivating relationships and understanding customers' objectives while maintaining a clear vision for how our technology will transform the way organizations work with contracts.

The ideal candidate will naturally build rapport with customers, maintain excellence in every interaction, and have a strong drive for results. Duties include establishing and maintaining positive customer relationships; designing, implementing and project-managing onboarding and rollout programs for customers ranging from small/mid-size companies to enterprises with thousands of users; training and advising customers on best practices; and minimizing churn. They should provide insights from customer interactions using available data, improve the customer experience through product support and feedback, and handle customer requests professionally.

Successful candidates should be social, analytical, quick to learn new software, and able to communicate clearly and effectively. The role requires productive collaboration with customers, maximizing value, and thinking creatively about strategies to nurture and expand the customer base.

Responsibilities

• Develop and foster an excellent customer experience across Luminance's product suite
• Facilitate a seamless handover from pre-sales to post-sales by collaborating with the Product Specialist and Sales Teams to execute the customer's vision
• Oversee customer engagements post-sale, building relationships through product expertise and executing onboarding and implementation processes
• Gain and maintain in-depth knowledge of the product to meet customer requirements
• Work with customers to establish proactive deployment, transition, and user adoption strategies
• Collaborate with Sales to create practical, measurable plans that embed Luminance into customers' day-to-day operations
• Coordinate with Support Engineers, Product and Technical Operations to communicate enhancements and resolve issues
• Act as the voice of the customer, providing insights to internal teams to improve service delivery and align product development with customer needs
• Identify account growth opportunities via upselling, cross-selling, or expansion into new regions/teams/use cases
• Maximise renewals through successful onboarding and user engagement; minimise churn risk
• Analyze customer data to improve experience and engagement
• Hold product demonstrations for customers
• Travel domestically and internationally to meet with customers and build relationships
• Evaluate and improve tutorials and other training materials

Requirements

• Bachelor's or Master's degree in a scientific or analytical discipline, with a 2:1 or above (UK) or GPA 3.5+ (US)
• Highly organized with the ability to multi-task and prioritize effectively
• Self-driven and proactive
• Excellent communication and interpersonal skills, both verbal and written
• Patient and active listener
• Articulate, charismatic and confident in a customer-facing role, able to present to varied levels of knowledge
• Detail-oriented with a problem-solving mindset
• Excellent product knowledge
• Passion for customer experience
• Ability to work in an innovative and fast-paced environment while meeting deadlines

• Entry level

• Full-time

• Other

• IT Services and IT Consulting

EEO statement

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