Customer Success Manager (Remote-USA)

About DeepJudge: DeepJudge is the intelligence layer for legal work. Founded by former Google search engineers with PhDs in AI from ETH Zurich, we help legal teams unlock the institutional knowledge trapped inside their organizations, through world-class enterprise search and AI infrastructure. Every firm can license the same AI models, but no two firms share the same institutional knowledge. Decades of experience, work product, and precedent are often trapped across systems, underused and inaccessible. DeepJudge makes this expertise instantly available through world-class enterprise search and AI infrastructure, enabling firms to automate workflows, build knowledge-powered applications, and turn experience into a lasting advantage. Our platform is trusted by many of the world’s leading law firms, including Holland & Knight, Gunderson Dettmer, Cozen O’Connor, ArentFox Schiff, CMS Switzerland, and Schoenherr, as well as leading Fortune 500 corporate legal teams. We are headquartered in Switzerland with a growing team across North America and Europe, backed by a $42.2M Series A led by Felicis with continued support from Coatue. Recent launches such as SuperSearch and partnerships with Thomson Reuters and Harvey reflect the increasing adoption of DeepJudge across legal workflows. At DeepJudge, we move fast, think rigorously, and care deeply about what we build. We combine cutting-edge research with close collaboration with our clients to deliver solutions that truly make an impact. If you want to be part of a team defining how AI transforms high-stakes knowledge work, this is the place to do it. 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. Your responsibilities will include: Retention & Growth: Monitor client satisfaction, identify upsell opportunities, and ensure renewals by driving ROI for our clients. 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. What we are looking for: - 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…