What are the responsibilities and job description for the Customer Success Manager position at TrialKit?
About TrialKit
TrialKit is an AI-native legal tech platform transforming how attorneys handle digital discovery. Built specifically for litigators, our software ingests, organizes, and analyzes discovery materials - including documents, images, audio, and video - unlocking insights through natural language search, linked entities, and case-building tools.
Designed by defense attorneys, backed by top-tier investors, and already in use by legal teams across the United States, TrialKit empowers attorneys to build stronger cases, faster. We’re not just building better software - we’re building a more just legal system.
We are scaling fast and continuously pushing the boundaries of what AI can do in law.
About the Role
As the Customer Success Manager, you’ll own the full post-sales relationship; from onboarding and training, to ongoing engagement, support, renewals, and expansion. You’ll work closely with our leadership, sales team, operations team, and product leads to shape how we support and grow customer relationships at scale.
You’ll serve as both trusted advisor and problem-solver, ensuring every firm, attorney, and TrialKit user sees tangible value from TrialKit in their daily work.
What You’ll Do
- Own customer onboarding – coordinate setup, user access, data uploads, and initial training sessions.
- Drive adoption – help attorneys and paralegals understand how TrialKit fits into their discovery workflow; identify champions within firms.
- Monitor account health – proactively identify usage patterns, obstacles, or at-risk accounts; develop playbooks for success.
- Support renewals and expansions – work with leadership on renewal strategy, identifying growth opportunities, and gathering feedback to inform pricing and product roadmap.
- Be the voice of the customer – communicate insights and feature requests clearly to product and engineering.
- Build systems from scratch – help define and implement customer success processes, metrics, and tooling (CRM, NPS, support workflows).
What You Bring
- 4–7 years of experience in Customer Success, Account Management, or Implementation at a SaaS company (experience with legal tech, cloud, or data-driven software a plus).
- Comfortable working directly with attorneys, paralegals, or enterprise clients.
- Excellent communication and relationship-building skills - empathetic, clear, and confident.
- Self-starter who thrives in ambiguity and wants to help build the function from the ground up.
- Strong organizational skills and ability to manage multiple accounts and priorities simultaneously.
- Technical aptitude and curiosity - willing to learn how the platform works end-to-end.
- Bonus: familiarity with e-discovery, litigation workflows, or law firm operations.
Why Join TrialKit
- Work at the intersection of AI and law, applying cutting-edge technology to a high-impact domain.
- Be part of a fast-growing, mission-driven startup where your contributions shape company growth and make a real difference for lawyers and clients.
- Enjoy a competitive compensation package and the chance to grow into a leadership role as the team scales.
- Thrive in a remote-first, flexible culture with teammates across Europe and Israel.