Lead Customer Success Manager

About the role

We are looking for a Lead Customer Success Manager to own and scale the success of Chamelio’s active customer base. In this senior, customer‑facing position you will help in‑house legal teams derive sustained value from our AI‑enabled legal workflow platform after implementation.

Key responsibilities

• Own ongoing success for active customer accounts after onboarding, tracking product engagement, usage patterns, sentiment and health.
• Identify early risks and drive proactive plans to increase adoption and value.
• Build strong relationships with legal, legal‑operations and business stakeholders and expand usage across teams, workflows and regions.
• Conduct regular check‑ins focused on adoption, impact, education and next best actions, turning passive accounts into confident, high‑value users.
• Educate customers on effective, responsible AI use in legal workflows, creating repeatable enablement programs, training sessions and education materials.
• Define customer health metrics, engagement thresholds, risk indicators and reporting; develop playbooks for account reviews, adoption campaigns and risk recovery.
• Partner with Product to deliver structured feedback and with Account Management on renewal readiness and expansion signals.
• Help shape the customer success function by defining playbooks, standards and mentoring future hires.

Required profile

• Senior‑level experience in customer success or client‑facing roles.
• Proven track record working with legal or legal‑operations teams.
• Strong ability to analyze product usage data and translate insights into action plans.
• Excellent relationship‑building skills with stakeholders across organizations.

Required skills