Customer Success Manager

<div> <div><strong>About the Role</strong><br><br>As a Senior Customer Success Manager, Enterprise/Strategic, you’ll own and grow a portfolio of our most important enterprise customers, acting as the strategic quarterback for executive relationships, measurable value realization, adoption, renewals, and expansion. You’ll lead high-stakes, complex implementations and AI transformation initiatives with Fortune 500 legal departments, while also helping define the playbook for how Customer Success operates at Eudia.<br><br>This is a high-autonomy role for a self-starter who thrives in early-stage environments: you’ll pioneer best practices, create repeatable frameworks, and bring a customer-advocacy lens into every internal conversation. You’ll be energized by being in the room with C-suite and senior enterprise leaders, and you’ll love connecting dots: figuring things out even when the answer isn’t obvious.<br><br><strong>What You’ll Do</strong><br><br>1) Executive Leadership &amp; Customer Advocacy</div> <ul> <li>Build durable, multi-threaded relationships across Legal, Legal Ops, IT, Security, Procurement, and executive stakeholders.</li> <li>Lead executive-facing value conversations: success plans, QBRs/EBRs, stakeholder alignment, and outcome storytelling.</li> <li>Serve as the internal voice of the customer—translating customer pain into clear product and delivery priorities.</li> </ul> <div><br><br>2) Value Realization (ROI) &amp; AI Transformation</div> <ul> <li>Define “what success means” with each customer: outcomes, KPIs, adoption targets, and time-to-value milestones.</li> <li>Lead customers through AI-enabled workflow transformation—helping them discover high-value use cases, design the future-state, and operationalize change.</li> <li>Create crisp narratives that quantify impact (efficiency, cycle-time reduction, risk reduction, productivity, satisfaction).</li> </ul> <div><br><br>3) Commercial Ownership (Renewal + Expansion)</div> <ul> <li>Own retention and renewal health: forecast risk early, run mutual action plans, and drive clean execution through renewal cycles.</li> <li>Identify and develop expansion opportunities grounded in customer outcomes (additional teams, additional workflows, additional products/services).</li> <li>Partner tightly with Sales on account strategy, executive alignment, and expansion motions—without losing the trust of the customer.</li> </ul> <div><br><br>4) Program Leadership &amp; Cross-Functional Execution</div> <ul> <li>Lead end-to-end onboarding and implementation for complex enterprise accounts, coordinating Product, Delivery, and other internal teams.</li> <li>Drive accountability and momentum across multiple workstreams, stakeholders, and dependencies.</li> <li>Create repeatable templates: success plans, comms cadences, adoption plans, QBR artifacts, risk frameworks.</li> </ul> <div><br><br>5) Build the Playbook (Early-Stage “Pioneer” Work)</div> <ul> <li>Help define best practices for Strategic CS: segmentation, engagement models, EBR/QBR standards, adoption measurement, and scaled operating rhythms.</li> <li>Spot patterns across accounts and propose improvements to product, process, enablement, and GTM.</li> </ul> <div><br><br><strong>What We’re Looking For (Required)</strong></div> <ul> <li>7+ years in enterprise / strategic Customer Success, account management, client services, or similar customer-facing roles with measurable business outcomes.</li> <li>Proven success owning enterprise relationships with senior stakeholders and navigating complex orgs.</li> <li>Strong commercial acumen: renewals, retention strategy, risk forecasting, and expansion identification (you understand how CS drives durable revenue).</li> <li>Demonstrated ability to lead ambiguity: you proactively create structure, frameworks, and momentum where none exists.</li> <li>Executive-ready communication: concise, structured, persuasive in writing and in the room.</li> <li>Comfortable learning new technology quickly and guiding customers through adoption of AI-enabled workflows.</li> <li>Willingness and ability to travel for customer meetings, customer events, and periodic team onsites/enablement.</li> </ul> <div><strong>Preferred (Nice to Have)</strong></div> <ul> <li>Experience in early-stage startups (or building a new function/pod/playbook inside a larger org).</li> <li>Domain exposure to legal, compliance, or regulated enterprise workflows.</li> <li>Background in sales, investment banking, legal, consulting, or professional services (helpful, not required).</li> <li>Experience selling/expanding products into enterprise accounts alongside Sales (while maintaining a trusted-advisor posture).</li> </ul> <div><strong>Why You’ll Love Working Here</strong></div> <ul> <li>High impact + high visibility: you’ll shape outcomes for marquee enterprise customers and influence how we scale Customer Success.</li> <li>Autonomy: you’ll own strategy and execution, not just tasks.</li> <li>Front-row seat to AI transformation: work directly with executive leaders solving meaningful, complex operational challenges.</li> </ul> </div> <div> <p><strong>If you’re ready to take on the challenge and make an impact in a rapidly evolving industry, we want to hear from you!</strong></p> </div>