Senior Customer Success Manager – AI

About the role

Litify is seeking a Senior Customer Success Manager focused on AI to own the success of its AI products across a portfolio of legal‑tech customers. The role blends technical curiosity with strategic relationship management, helping law firms adopt, implement, and scale AI use cases that deliver measurable impact.

Key responsibilities

• Own a portfolio of AI clients, providing ongoing support, strategic guidance, and consulting.
• Drive AI adoption and value by leading onboarding and continual enablement.
• Identify expansion opportunities through new use cases, success stories, and data‑driven recommendations.
• Develop and maintain playbooks, best practices, and success frameworks.
• Gather and surface product feedback via structured interviews and check‑ins.
• Partner with Product, Marketing, Engineering, Sales, and LSAP to translate insights into roadmap inputs and enablement content.
• Represent the voice of the customer in feature prioritization and enablement strategy.

Required profile

• Strong technical curiosity and ability to understand AI integration in daily workflows.
• Strategic relationship‑management experience with enterprise legal or SaaS customers.
• Proven ability to conduct structured interviews and translate feedback into actionable insights.
• Experience working cross‑functionally with product, engineering, sales, and marketing teams.

Required skills