Customer Success & GTM Lead – AI Platform

Responsibilities

• Onboarding law firms, enterprise customers, and early AI platform adopters
• Guiding customers through AI-powered product workflows and implementation processes
• Driving successful adoption of Lumenci AI across customer organizations
• Translating customer needs, workflow challenges, and adoption barriers into actionable product improvements
• Building trusted, long-term relationships with enterprise stakeholders and executive sponsors
• Supporting customer lifecycle management and ongoing SaaS platform adoption strategies
• Helping customers operationalize AI-enabled workflows within legal and IP environments
• Lead Lumenci AI pilot deployments and support commercialization initiatives that help scale the platform across the IP ecosystem
• Identifying and recruiting pilot customers and beta participants
• Structuring pilot programs with measurable business objectives and success criteria

Requirements

• 6–12+ years of experience in one or more of the following areas: Enterprise SaaS; AI platforms or AI/ML products; Legal technology; Customer success; Product go-to-market; Consulting or professional services; Product commercialization
• Proven experience managing enterprise customer relationships and strategic accounts
• Experience supporting enterprise software implementations, onboarding programs, or customer rollouts
• Strong communication, presentation, and relationship-building skills
• Ability to translate customer challenges into actionable product feedback and adoption strategies
• Experience working cross-functionally across product, engineering, consulting, sales, and leadership teams
• Strong analytical thinking, problem-solving, and workflow optimization capabilities
• Experience supporting enterprise AI software adoption or complex SaaS platform implementations preferred

Preferred

• Intellectual property
• Patent analytics
• Legal technology
• Litigation consulting
• AI products and enterprise AI platforms
• Workflow automation
• B2B SaaS solutions
• Product adoption strategy
• Generative AI or AI-enabled enterprise workflows

Benefits

• Comprehensive Health & Well-being: We offer robust medical, dental, and vision insurance options that include significant company contributions toward employee premiums to support the health of our "Luminaries" and their families.
• Retirement Strategy: Lumenci provides a 401(k) program with a competitive employer-matching contribution, enabling employees to build long-term financial security.
• Performance-Based Incentives: Our total cash compensation includes a variable pay component designed to reward both individual achievements (KRAs) and overall company success.
• Time Off & Leaves: We prioritize work-life harmony through a balanced leave policy that includes accrued Paid Time Off (PTO), designated company holidays, and additional "floating" holidays for personal or cultural significance.
• Holistic Wellness Support: Beyond standard medical care, we provide dedicated Wellness Leave to address both physical health and emotional well-being, as well as paid leave for significant life events like bereavement and parental bonding.
• Culture of Autonomy & Growth: Employees benefit from a flexible, remote-first work environment that favors autonomy and provides structured support for ongoing professional development and career advancement.