Customer Success Manager, Enterprise

About The Role

As a Customer Success Manager at GC AI, you will own two critical moments in the customer lifecycle: onboarding and renewal. You will help legal teams adopt AI in their daily work by building rollout plans, training users, monitoring adoption, identifying risk, and showing measurable value to legal leaders. This is a hands-on role for someone who wants commercial ownership, close customer relationships, and direct impact at a fast-growing B2B SaaS startup. You will work closely with Sales, Product, Support, and the founding team to make sure customers are successful from kickoff through renewal.

What You'll Do

• Lead customers from kickoff through adoption, including implementation planning, stakeholder mapping, workflow discovery, training, launch readiness, and post-launch follow-up.
• Monitor usage, identify blockers, and help legal teams build GC AI into daily workflows across contracts, research, drafting, policies, and playbook-based review.
• Own or partner on renewal strategy for enterprise and strategic accounts, using adoption data, customer outcomes, stakeholder engagement, and ROI analysis to support renewal and expansion conversations.
• Develop trusted relationships with General Counsel, Legal Operations leaders, legal team champions, and other executive stakeholders.
• Translate customer feedback into clear product insights, adoption themes, and roadmap input for the Product team.
• Lead live demos, onboarding sessions, office hours, and executive business reviews tailored to legal audiences.

Required Experience

• 3-7 years of experience in B2B SaaS Customer Success or a similar customer-facing role.
• Experience owning onboarding, adoption, renewals, or expansion for enterprise and strategic customers.
• Strong presentation skills, including comfort leading live demos, customer trainings, office hours, and executive business reviews.
• Ability to use customer data, product usage, and business outcomes to build renewal and expansion narratives.
• Strong discovery and relationship management skills, including the ability to identify adoption blockers and customer risk early.
• Comfort learning technical products and explaining them clearly to non-technical users.
• Ownership mindset, sound judgment, and comfort operating in a fast-paced startup environment.
• Experience working at a startup or scale-up where a process is still being built.

Nice To Have

• Experience supporting legal, compliance, finance, HR, or other professional-services-oriented teams.
• Experience with AI, legal tech, productivity software, workflow automation, knowledge management, or collaboration tools.

This role is based in one of our hub cities. For most of our team, being in a hub is how the distributed model works: it's where we concentrate in-person collaboration, community, and the investment we make in people over time. We strongly prefer candidates already in a GC AI hub metro, and expect regular in-person time — coworking, team meals, and quarterly offsites — plus up to 10% travel. If you're not in a hub today, we'll consider candidates open to relocating to one.

A Note On Pace

We’re building something new in a once-in-a-generation shift in technology and the legal industry, so we move at a relentless pace. We expect urgency, ownership, and good judgment even when things aren’t perfectly clear. If you need structure and consensus to do your best work, this isn’t the right place for you. If you thrive in ambiguity and growth, work with intensity, and want real responsibility, keep reading. We’re excited to meet you.

How We Work Together

GC AI is a distributed company with team members across North America, and soon Europe. We believe that because our business is AI, human connection matters more, not less. We invest in bringing people together through our hub model: regular coworking sessions, customer dinners, team and company offsites. If you’re in a location without an office, expect up to 10% travel (and more for customer-facing roles). Team members in the San Francisco Bay Area and Provo, UT (within 50 miles of the office) work together on Tuesdays, Wednesdays, and Thursdays. As we grow, we plan to establish permanent offices in more hub cities , and we will look to our team members to help build that in-person culture. We currently hire across the United States and Canada.

Equal Opportunity Employment

GC AI is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. GC AI is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

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Fraud Notice to GC AI Applicants

To protect yourself against phishing and recruitment fraud, please note that GC AI only accepts job applications through our official careers page at https://gc.ai/careers and through sponsored jobs on LinkedIn. All legitimate communication from our team regarding job opportunities will come from a GC AI team member with a @ gc.ai or @ getgc.ai email address.

GC AI will never:

• Refer you to external websites to apply
• Conduct interviews over email, chat platforms, or messaging apps
• Ask you to provide payment or purchase equipment
• Request personal or financial information such as your mailing address, social security number, credit card numbers, or banking information during the application process

Examples of fraudulent email addresses:

• info.gcai.careers.com@gmail.com
• info.gc.aicareers.online.com@gmail.com
• Any email address ending in @ gmail.com , @ yahoo.com , or other free email services

If you are contacted by someone claiming to be from GC AI via an unofficial channel or from a suspicious email address, please do not share any information. Mark the communication as "phishing" or "spam" and do not respond.