Customer Success Manager - AI & Legal Solutions

Role Overview

Key Responsibilities

• Build relationships across legal, innovation, knowledge management, IT, and leadership functions.
• Lead onboarding and implementation, including training and rollout planning.
• Embed CoCounsel into priority legal workflows and practice group routines.
• Identify use cases, measure return on investment, and deliver customer business reviews.
• Manage law firm and corporate legal department customers across multiple markets.
• Coordinate partners, resellers, timelines, risks, and cross-functional issue resolution.
• Capture customer feedback for product, sales, proposition, marketing, and leadership teams.
• Support proofs of concept and facilitated trials.
• Prepare project presentations and status reports.

Expected Outcomes

• Define customer success outcomes and deliver measurable impact such as time saved, workflow adoption, matter coverage, and user activation.
• Drive scalable end-user enablement through role-based training, champions, and repeatable adoption plays.
• Monitor product usage and sentiment, identify risks, and execute recovery plans for renewal readiness.
• Identify expansion signals and partner with Sales on broader customer use cases.
• Turn customer insights into actionable feedback for product and go-to-market teams.

Required Qualifications

• At least 4 years of experience in Customer Success, Account Management, Implementation, or a comparable client-facing B2B SaaS role.
• Experience supporting legal customers or working in a legal or regulated professional services environment.
• Ownership of onboarding, success planning, and retention management.
• Cross-functional collaboration with stakeholders, channel partners, and implementation partners.
• Ability to learn AI platforms, translate business goals into use cases, and triage common issues.
• Fluent written and spoken English.
• Willingness to travel regularly across the Middle East and Africa.

Preferred Qualifications

• Legal qualification or at least 3 years of legal practice experience.
• Practice innovation, knowledge management, or legal operations experience.
• Hands-on experience with legal software or AI-enabled legal solutions.
• Experience across the Middle East and Africa or comparable emerging markets.
• Arabic or French language skills.

Workplace Model

• The employer describes a flexible hybrid work model with approximately 2 to 3 office days per week for office-based roles.
• The role is based in Dubai, United Arab Emirates.

Benefits and Culture

• The company highlights flexible work-life policies, career development, competitive benefits, mental health support, and social impact opportunities.
• The company describes a global, inclusive culture focused on customer outcomes, learning, and real-world impact.