Senior Customer Success Manager, AI

About Us At Litify, we’re revolutionizing the Legal industry by being the platform powering legal’s top performers. As a trailblazer in legal technology, Litify delivers an all-in-one legal operating solution that empowers law firms and legal departments to achieve consistent success by continually standardizing, measuring, and improving their legal operations. Our mission is clear: to deliver better business outcomes to our clients, so they can focus on delivering the best legal service and outcomes to their clients. 400+ enterprise businesses and 55K+ legal professionals trust Litify to amplify their impact with innovative technology and service that stands the test of time. Backed by Bessemer Venture Partners, Litify is proud to be recognized as one of Inc. 5000 and Deloitte Technology Fast 500’s fastest-growing private companies in America along with numerous awards for our unparalleled software. With offices in the vibrant cities of New York and New Orleans, we’re at the heart of legal innovation. About the Role Litify is transforming how legal teams operate through intelligent technology - and AI is at the heart of that evolution. We’re looking for a SR. CSM, AI who will own the success of Litify’s AI products across our customer base. This role blends hands-on technical curiosity with strategic relationship management - helping law firms adopt, implement, and scale AI use cases that drive measurable impact. This person will get into the weeds with our customers, understand how AI fits into their day-to-day operations and surface insights that shape the future of our AI roadmap. In this role, you will: Own a portfolio of AI Clients, providing ongoing support, strategic guidance, and consulting to ensure the clients’ success and satisfaction with the Litify platform. Drive AI Adoption & Value by participating in onboarding and leading continual enablement of LitifyAI customers, ensuring users understand how to incorporate AI into their everyday workflows. Identify opportunities to expand AI usage within accounts through new use cases, success stories, and data-driven recommendations. Develop and maintain playbooks, best practices, and success frameworks that accelerate adoption across firm types. Gather & surface feedback by conducting structured interviews and check-ins with firms to capture product feedback and emerging use cases. Partner with Product and Marketing to translate customer insights into roadmap inputs, enablement content, and customer stories. Track and communicate recurring themes from customer feedback to influence prioritization and strategy. Act as a Cross-Functional Stakeholder working closely with Product, Engineering, Sales, Marketing, and LSAP to ensure customers receive a consistent and high-impact AI experience. Represent the voice of the customer in AI-related discussions from feature prioritization to enablement strategy. Participate in customer-facing forums, advisory boards, and internal education initiatives to promote AI adoption. You have: Strong technical aptitude and AI curiosity, with the ability to understand, explain, and apply AI concepts (e.g., generative AI, prompt-based workflows, automation) in practical, business-facing ways. Experience driving adoption of complex or emerging technology, ideally AI-powered or data-driven products, by translating features into clear value for end users. Proven ability to design solutions and best practices by gathering requirements, synthesizing feedback, and tailoring recommendations to different customer workflows and maturity levels. Consultative customer success experience, with a track record of building trusted relationships, driving measurable outcomes, and influencing renewals and expansion through value realization. 5 years of Customer Success experience in a SaaS environment, preferably supporting mid-market or scaled customer segments. Comfort working cross-functionally with Product, Engineering, Sales, and Marketing to influence road…