Customer Success Manager (Remote-USA or Canada)

DeepJudge is a fast-growing venture-backed scale-up at the forefront of applying Artificial Intelligence in the legal domain. Founded by ex-Googlers and PhDs in AI, our mission is to help legal teams harness their collective knowledge so they can focus on the truly strategic aspects of their work. DeepJudge’s state-of-the-art knowledge retrieval system directs legal professionals to the internal insights that matter most, providing a strong foundation for AI-powered workflows. We’re headquartered in Switzerland, with a strong and fast-growing team in the United States and Canada, and cater to clients all around the world.

We’re a fast-paced team of builders, thinkers, and doers who care deeply about our craft. We’re also pet lovers, travelers, musicians, gamers, and so much more! Above all, we’re driven by a shared belief in what we’re building and the people we’re building it with.

If you are passionate about delivering exceptional customer experiences and building lasting client relationships, we would love to connect with you about joining our rapidly growing team as a Customer Success Manager. You will play a key role in transforming the way large law firms leverage technology to drive efficiency and profitability. 

As a Customer Success Manager, you’ll be the trusted partner and advocate for our clients, ensuring they receive maximum value from our software. You’ll collaborate with large law firms across North America to deliver a seamless and personalized customer experience.

• Client Onboarding: Guide new clients through successful implementation and onboarding, tailoring strategies to meet their unique needs.
• Relationship Management: Serve as the primary point of contact for your portfolio of clients, fostering strong, long-term relationships.
• Project & Stakeholder Management: Coordinate cross-functional projects and manage stakeholder expectations to ensure smooth execution and client success.
• Presentations & Training: Lead engaging training sessions and business reviews with senior professionals.
• Issue Resolution: Proactively address client concerns and resolve issues with professionalism and efficiency.
• Insights & Feedback: Gather client feedback to drive continuous improvement and contribute to product development.
• Retention & Growth: Monitor client satisfaction, identify upsell opportunities, and ensure renewals by driving ROI for our clients.

• Experience: 5 years in a customer success, client-facing, or account management role, ideally in a SaaS or legal technology environment.
• Professionalism: Polished communication and presentation skills, with the ability to confidently engage senior legal professionals.
• Legal Expertise (Nice to Have): A Juris Doctor (J.D.) or prior experience practicing law is highly preferred, demonstrating an in-depth understanding of legal workflows and client needs.
• Tech-Savvy: Comfortable navigating and explaining complex software, with a keen intellectual curiosity and passion for emerging technologies, including AI and Large Language Models (LLMs).
• Strategic & Self-Directed: A proactive and entrepreneurial mindset, with the ability to thrive in a dynamic "startup/scale-up" environment where you will help build processes rather than simply follow a pre-existing playbook.
• Detail-Oriented: A meticulous approach to managing tasks, timelines, and client requests.
• Responsive & Reliable: Ability to effectively manage a book of business and multiple clients, ensuring prompt and thoughtful communication.
• Global Collaboration: Ability to work effectively within our dynamic international environment which requires a degree of flexibility to accommodate regular meetings and real-time collaboration across different time zones (including Europe).

• The opportunity to work with cutting-edge technologies in the legaltech and AI space
• The ability to work remotely within a global company
• Competitive salary and incentives
• Opportunities for professional growth and career advancement
• A supportive and collaborative company culture that values your contributions

We are committed to building a diverse and inclusive team. If this role ignites a spark in you, but you're concerned about not meeting every requirement, we encourage you to apply anyway – Just make sure to explain why you'd be a good fit.

This is important to us: DeepJudge is an equal opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.