Customer Success Manager – AI & Legal Solutions

About the role

The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. Ready to turn trusted professional‑grade AI products into real, measurable outcomes for legal customers across the Middle East and Africa?

Key responsibilities

• Build and maintain multi‑threaded relationships across legal, innovation, KM, IT and leadership teams.
• Lead end‑to‑end onboarding, training and rollout of AI‑enabled legal solutions.
• Drive adoption by embedding CoCounsel into priority legal workflows and practice group routines.
• Proactively identify, validate and scale new use cases, quantifying ROI through agreed success metrics.
• Monitor product usage and health scores, execute recovery plans and support renewal and expansion opportunities.

Required profile

• 4+ years of experience in Customer Success, Account Management or Implementation in B2B SaaS.
• Experience supporting legal customers or working within law firms, in‑house legal teams or legal operations.
• Proven ownership of the customer lifecycle from onboarding to retention.
• Fluent written and spoken English and willingness to travel across the Middle East and Africa.

What we offer

• Hybrid work model (2‑3 days in the Dubai office).
• Flexible work‑life policies, including up to 8 weeks of remote work per year.
• Career development programmes, tuition reimbursement and skills‑first learning.
• Comprehensive benefits: flexible vacation, mental‑health days, retirement savings, and wellbeing resources.