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Role Description

As a Customer Success Manager at GC AI, you aren't just a point of contact; you are a strategic advisor. You will be responsible for the two most critical phases of the customer lifecycle:

• Onboarding
• Renewals

You will lead the charge in deploying GC AI across organizations of all sizes, from agile startups to massive global enterprises, while managing the commercial health of our largest accounts through data-driven renewal strategies.

What You'll Do

• Strategic Onboarding: Lead end-to-end implementation for new teams, tailoring your approach to the specific needs of small legal pods and expansive enterprise departments alike.
• Renewal Management: Own the commercial renewal process for enterprise accounts, using financial modeling to demonstrate ROI and secure long-term partnerships.
• Relationship Architecture: Build deep, lasting relationships with General Counsels and Legal Ops leaders, becoming their trusted advocate within GC AI.
• Product Advocacy: Act as a bridge between your customers and our product team, translating user feedback into actionable insights for our roadmap.
• Platform Training: Deliver world-class presentations and live demos that make complex AI technology accessible and exciting for legal professionals.

Impact You'll Have

• Accelerate Time-to-Value: Ensure new users are proficient and seeing results within days, not months.
• Drive Net Retention: Maintain high renewal rates by proactively identifying risks and expansion opportunities within your book of business.
• Scale the Culture: Embody our "customer obsession" principle, ensuring every legal team feels supported and heard.

Qualifications

• 3+ years in a CSM, Account Management, or Implementation role, preferably in B2B SaaS.
• Ability to command a room (or a Zoom) and explain complex technical concepts with clarity and wit.
• Comfortable with financial modeling and data analysis to build compelling business cases for renewals and expansions.
• A natural curiosity for AI and the ability to troubleshoot and navigate technical platforms with ease.
• The ability to hear what a customer isn't saying and address their core pain points effectively.

The Mindset

• You don't just "manage accounts"; you build a community of champions.
• You take full responsibility for the health of your accounts and don't wait for direction to solve a problem.
• You thrive when the path isn't paved, finding creative ways to overcome adoption hurdles.
• You are energized by a fast-paced environment where your impact is immediate and visible.

Benefits

• Work directly with the founding team at a pivotal moment in our Series B journey.
• Competitive base salary, meaningful equity, and excellent benefits.
• A clear path for growth in an expanding company that values 1% improvement every day.