Manager – Customer Success

Job description

Manager – Customer Success, Mumbai | Full Time | On Site | Sales and Marketing Experience: 9 to 11 years Company Description is India's AI powered legal intelligence platform, built for the legal and tax domains. The platform is built on more than 14 million curated legal documents and draws on nearly 90 years of legal publishing heritage. It blends advanced artificial intelligence with deep legal expertise to help lawyers, tax professionals and compliance teams research, draft and decide faster, with every answer traced back to its source. serves law firms, in house legal teams, tax teams, enterprises and government bodies that operate in complex regulatory environments. The organisation values innovation, domain knowledge and practical problem solving. Team members work closely with legal experts and technologists to shape the future of legal operations in India. Role Description The Manager – Customer Success is a full time, on site role based in Delhi NCR. This person will build the Customer Success function from the first playbook onwards, and will lead a team of Customer Success Representatives. The role is measured on one number: net revenue retention, backed by gross retention, upsell revenue against target, active seats, weekly active users and customer satisfaction. Winning a customer is only the start. The real test is whether their lawyers, tax teams and officers use every week, renew without a fight and ask for more seats. The Manager – Customer Success will own renewals across every segment and carry the expansion number personally, acting as the voice of the customer inside . This includes working with General Counsels, Tax Heads and legal teams at enterprise customers, law firm partners and knowledge management heads, and government and PSU legal teams, alongside Sales, Presales and Product as partners on renewals and escalations. Day to day responsibilities include: Owning the renewal book and renewal forecast across every segment Reporting gross retention, net revenue retention and adoption every month Building onboarding, adoption and quarterly business review playbooks from scratch Tracking usage based health scores, so that risk is visible before the customer raises it Driving seat expansion and module upsell against a personal target Turning strong adoption into the case for the next module Running at risk account escalations with Sales and Product, and closing the loop so that every save teaches the team something Leading and coaching the Customer Success Representatives Qualifications 9 to 11 years of experience in SaaS customer success or account management A record of owning a renewal book, with net revenue retention that can be evidenced Experience building onboarding, adoption and QBR playbooks personally Experience managing a small team Exposure to legal or tax customers (strongly preferred) A graduate degree in any discipline Good to Have Experience driving adoption for an AI, LLM or research product A law degree or CA qualification. We especially welcome lawyers and Chartered Accountants who have moved into customer success What We Offer Build, don't inherit. You will set up the customer success function from the first playbook onwards. Work at the frontier. You will help customers adopt Gen AI in one of the most knowledge intensive industries there is. Real influence. What you learn from customers will go straight into the product roadmap. Leadership runway. You will lead a team today, with a clear path to scale the function. If you believe a renewal is earned every week, not just in the month it is due, we would like to hear from you. How to Apply Click here to apply Company website: