Senior Customer Success Manager (New York)

Draftwise is at the forefront of AI in the legal industry, building a secure knowledge platform that helps lawyers draft, negotiate, and review contracts faster. The Senior Customer Success Manager will own client relationships, drive engagement with AI-powered workflows, and ensure lawyers become committed advocates for the product.

Responsibilities:

• Own client relationships end to end, from onboarding and adoption through retention and expansion
• Help lawyers and legal teams understand and unlock the full power of AI in their day-to-day work
• Drive meaningful engagement and measurable value for every customer in your portfolio
• Accelerate adoption of AI-powered workflows, deepening usage across practice groups and matter types
• Ensure lawyers at your firms become committed advocates for the product
• Serve as the voice of your users across the organization, translating their feedback into product insights
• Partner directly with our product team to shape what we build next
• Help design the systems and processes that let us deliver this level of partnership to more customers over time

Requirements:

• Exceptional communication and relationship-building skills, with a track record of earning trust at senior stakeholder levels
• Proven ability to drive engagement, retention, and expansion in a B2B SaaS environment
• Experience owning net revenue retention and expansion metrics for a defined book of business
• Passion for seeing customers succeed and turning satisfied users into vocal advocates for AI-powered tools
• Experience managing large-scale software rollouts in complex organizational environments, ideally involving AI or technically sophisticated products
• Experience designing training programs that help non-technical users build confidence with new technology
• Comfort with data: pulling reports, tracking health metrics, and translating numbers into action
• Enthusiasm for AI and a desire to stay close to a fast-moving product
• Interest in the legal industry or language analytics
• 5+ years in a customer-facing SaaS role
• Experience in legaltech or working with law firms
• Hands-on experience with AI tools, whether in a professional or personal context
• Experience designing scalable CS processes at an early-stage or high-growth company
• A track record of identifying and executing upsell and expansion opportunities