What You'll Do
Lead the critical post-sale phase for strategic and enterprise law firm clients, ensuring rapid activation and meaningful engagement with the platform within the first month. Translate early momentum into sustained value by guiding firms through operational shifts that fully leverage AI capabilities.
Work closely with firm leadership to assess current workflows and co-develop strategies that align with their goals. Monitor daily usage patterns and engagement metrics to spot trends, identify friction points, and proactively support users at risk of disengagement through targeted outreach, training, or process refinement.
Maintain the high level of personal attention established during sales, preventing any decline in support quality. Cultivate internal champions within client organizations, equipping them with tools and best practices to promote platform adoption across teams.
Serve as a direct liaison between clients and internal product and engineering teams, delivering grounded insights that shape future improvements. Collaborate across departments—including Sales Engineering, TPMs, Account Executives, and Customer Success—to ensure alignment and responsiveness.
Contribute to scaling the activation function by refining onboarding playbooks, documenting effective tactics, and mentoring team members.
Requirements
- Minimum of five years in customer-facing roles with a focus on success, implementation, or sales within fast-paced SaaS environments
- Proven ability to adapt communication style—from executive-level discussions about ROI to hands-on technical guidance for end users
- Strong analytical skills with experience using data to guide decisions and prioritize efforts
- Demonstrated initiative in identifying and resolving obstacles before they impact the customer
- Willingness to travel up to 50%, including onsite visits with client firms
Preferred Qualifications
- Background in managing organizational change, particularly within enterprise settings
Benefits
- Choice of medical, dental, and vision insurance plans for employees and their families
- Additional coverage options for life, accident, and critical illness
- Flexible paid time off and sick leave
- Short-term and long-term disability protection
- 10 observed US holidays and Canadian statutory holidays by province
- Home office stipend
- 401(k) matching for US employees and RRSP contributions for Canada-based team members
- Paid parental leave
- Local in-person meet-up program to foster team connection
- Office hubs in San Francisco and Toronto
Work Mode
This is a hybrid role with flexibility to work remotely and from company hubs in San Francisco or Toronto. Up to 50% of time may be spent traveling to meet clients onsite. Regular in-person gatherings support team cohesion and client engagement.
