Customer Success Manager

Overview

Reports To: Senior Manager, Client Success

About Glade AI

At Glade AI, we believe legal professionals deserve technology that makes their work easier, not harder. Our AI-driven platform simplifies bankruptcy workflows, reduces manual effort, and removes confusion, so firms can focus on delivering greater impact to the clients who count on them.

The Opportunity

As a Client Success Manager (CSM) at Glade AI, you’ll guide our clients from onboarding and training to ongoing adoption and long-term success. You’ll be the go-to partner for attorneys, paralegals, and client teams, ensuring they feel confident, supported, and inspired to leverage Glade AI to its fullest. You’ll contribute to a fast-moving startup redefining legal tech, with a direct impact on client efficiency, confidence, and satisfaction.

Our Client Success Managers don’t just manage accounts. They leverage AI to work smarter, not harder. In this role, you’ll be expected to:

• Harness AI for Efficiency
  :
  Use AI to reduce manual tasks, surface insights, and streamline workflows—freeing up time for more strategic work.
• Innovate Internally
  :
  Partner with Product, Engineering, and CX to identify new opportunities where AI can optimize internal processes and scale.
• Empower Teams with AI Knowledge
  :
  Train and mentor client team members on AI-driven best practices so they can confidently adopt and amplify impact across their organization.

By blending technology with human insight, you’ll champion a smarter, more scalable way of working for both Glade and our clients.

What You’ll Do

Lead Client Onboarding & Training

• Serve as the primary point of contact for new clients from day one, building trust and excitement around their journey with Glade AI.
• Understand each client’s workflows, goals, and challenges to guide them effectively through onboarding.
• Lead clients through account setup, system navigation, and workflow configuration, ensuring team members are confident using the platform.
• Deliver engaging, interactive training sessions that simplify complex processes and highlight how Glade AI improves efficiency.
• Partner with the CX team to design and refine onboarding workflows for a smooth and aligned experience.
• Celebrate early wins and help clients recognize value from the start, laying the foundation for long-term success.

Empower Clients for Success

• Act as a trusted advisor, helping clients integrate Glade AI into their workflows for maximum efficiency and confidence.
• Share best practices, tips, and strategies that simplify complex legal workflows and demonstrate AI-driven automation.
• Update and expand our library of guides, tutorials, and knowledge base resources for clear client support.
• Host regular check-ins and Q&A sessions to reinforce training and optimize feature adoption.
• Build strong client relationships by celebrating milestones and ensuring users see the value Glade AI provides.

Drive Ongoing Value

• Monitor client engagement and usage data to anticipate challenges and provide proactive solutions.
• Share new product features and roadmap previews to keep clients informed and inspired.
• Identify opportunities for deeper adoption across their teams and demonstrate time savings, reduced errors, and strategic impact.
• Deliver quarterly business reviews and success check-ins to highlight achievements and reinforce value.
• Collect client insights and advocate for their needs with Product and Engineering to shape impactful solutions.

What We’re Looking For

We’re seeking someone who is passionate about empowering clients and driving adoption of innovative technology. The ideal candidate will bring:

Experience & Background

• 3+ years of client-facing experience in SaaS or professional services with a proven track record of delivering strong client outcomes.
• Ability to build trusted client relationships through empathy, clear communication, and a commitment to client success.
• Experience (or strong interest) in leveraging AI to innovate—helping clients transform workflows and enabling internal teams to work smarter and scale.
• Strong problem-solving skills with a history of translating complex tools into simple, actionable strategies.
• Clear and engaging communicator who can…