Draftwise
Senior Customer Success Manager (New York)
$150K–$190K
New York, USA +1 · Hybrid · Manager · Full-time · Posted Jan 24, 2025
- Location
- New York, USA
New York City, NY - Experience
- 5+ years in a customer-facing SaaS role.
About the job
Own customer relationships from onboarding through retention and expansion, helping law firms adopt AI-powered workflows and achieve measurable value from Draftwise.
What you'll do
- Drive customer engagement, adoption, retention, and expansion across a defined portfolio.
- Manage large-scale software rollouts and design training programs for non-technical users.
- Represent user feedback to the product team and help build scalable customer success systems and processes.
What they ask for
- Track record of earning trust with senior stakeholders and strong communication and relationship-building skills.
- Proven ability to drive engagement, retention, and expansion in B2B SaaS; experience owning net revenue retention and expansion metrics.
- Experience managing large-scale software rollouts in complex organizations and designing training for non-technical users.
- Comfort using data to track customer health and translate metrics into action.
Nice to have
- Experience in legaltech or working with law firms; interest in the legal industry or language analytics.
- Hands-on AI-tool experience or experience designing scalable customer success processes at an early-stage or high-growth company.
Pay
USD 150,000–190,000 yearly (base salary)
AI focus
Help lawyers adopt AI-powered workflows and achieve sustained usage; work closely with users and the product team to improve AI tools.
Model-written summary · the original posting is authoritative