Customer Success Manager

Luminance Open · verified Sep 13, 2026

On-site New York Full-time Manager Customer Success

Mid-level Customer Success role at Luminance. New York · full-time · $75,000–$80,000 base.

SalaryStated by Luminance

$75,000 – $80,000

Base salary for this role, in USD per year, as published in the posting.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

You'll own the post-sale experience and coordinate onboarding across Luminance's product suite
You'll run onboarding with milestones, deadlines, and aligned customer stakeholders
You'll help legal teams adopt AI tools, manage change, and increase use across their groups
You'll track engagement, surface risks, and find renewal, expansion, and usage opportunities
You'll train users, demonstrate the product, and relay customer priorities to internal teams

What you bring

You've worked in Customer Success, Account Management, Project Management, Implementation, B2B SaaS, or a client-facing legal role
You can lead organized onboarding or other customer-facing projects
You've supported software adoption or organizational change with guided, consultative platforms
You manage schedules and stakeholder expectations, communicate clearly, and explain complex product capabilities
You bring an analytical, proactive mindset plus a bachelor's degree or equivalent practical experience

Who this fits

You’ll suit a consultative, outcomes-focused role that combines relationship building, analysis, and disciplined delivery. The position is full-time and onsite in New York. It welcomes customer-facing professionals, implementation specialists, project managers, account managers, and legal professionals moving into LegalTech.

From the employer

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

We are looking for a Customer Success Manager to help customers successfully adopt and maximize value from Luminance’s enterprise LegalTech platform. This role is ideal for someone who enjoys working in a consultative, outcomes-driven way and who is confident guiding customers through structured onboarding and long-term adoption journeys.

As a Customer Success Manager at Luminance, you will partner with legal teams as they evolve their workflows and embrace AI-driven technology. You will play a key role in supporting customers through change, ensuring successful adoption, and helping them realize measurable value from their investment.

The successful candidate will combine strong relationship-building skills with analytical thinking and disciplined delivery. You will manage onboarding milestones, align stakeholders, and act as a strategic partner as customers modernize their legal operations.

We welcome candidates from Customer Success, Account Management, Project Management, Implementation, or client-facing legal roles including former lawyers who are passionate about technology and contributing to innovation within the legal industry.

Responsibilities

Own and manage the post-sales customer experience across Luminance’s product suite
Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment
Partner with customers as they adopt AI-driven solutions and modernize their legal workflows
Guide customers through change management and drive strong user adoption across teams
Act as the primary point of contact during onboarding and early lifecycle phases
Build trusted relationships with key stakeholders across legal and business teams
Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey
Monitor customer engagement and proactively address risks and opportunities
Identify opportunities for account growth, renewals, and expanded product usage
Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery
Deliver product demonstrations, training sessions, and enablement support

Requirements

Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into LegalTech
Demonstrated ability to manage structured onboarding processes or customer-facing projects
Experience supporting customers through technology adoption or organizational change initiatives
Strong organizational and project management skills, with the ability to manage timelines and stakeholder expectations
Experience supporting customers on guided, consultative software platforms (not purely self-serve)
Strong communication and stakeholder-management skills
Ability to quickly learn and confidently explain advanced product functionality
Analytical, proactive, and solution-oriented mindset
Bachelor’s degree or equivalent practical experience

Compensation - $75,000 - $80,000

Benefits

discretionary bonus per quarter