Customer Success Manager Palo Alto, CA

About the Role As a Senior Customer Success Manager, Enterprise/Strategic, you’ll own and grow a portfolio of our most important enterprise customers, acting as the strategic quarterback for executive relationships, measurable value realization, adoption, renewals, and expansion. You’ll lead high-stakes, complex implementations and AI transformation initiatives with Fortune 500 legal departments, while also helping define the playbook for how Customer Success operates at Eudia. This is a high-autonomy role for a self-starter who thrives in early-stage environments: you’ll pioneer best practices, create repeatable frameworks, and bring a customer-advocacy lens into every internal conversation. You’ll be energized by being in the room with C-suite and senior enterprise leaders, and you’ll love connecting dots: figuring things out even when the answer isn’t obvious. What You’ll Do 1) Executive Leadership & Customer Advocacy Build durable, multi-threaded relationships across Legal, Legal Ops, IT, Security, Procurement, and executive stakeholders. Lead executive-facing value conversations: success plans, QBRs/EBRs, stakeholder alignment, and outcome storytelling. Serve as the internal voice of the customer—translating customer pain into clear product and delivery priorities. Define “what success means” with each customer: outcomes, KPIs, adoption targets, and time-to-value milestones. Lead customers through AI-enabled workflow transformation—helping them discover high-value use cases, design the future-state, and operationalize change. Create crisp narratives that quantify impact (efficiency, cycle-time reduction, risk reduction, productivity, satisfaction). 3) Commercial Ownership (Renewal + Expansion) Own retention and renewal health: forecast risk early, run mutual action plans, and drive clean execution through renewal cycles. Identify and develop expansion opportunities grounded in customer outcomes (additional teams, additional workflows, additional products/services). Partner tightly with Sales on account strategy, executive alignment, and expansion motions—without losing the trust of the customer. 4) Program Leadership & Cross-Functional Execution Lead end-to-end onboarding and implementation for complex enterprise accounts, coordinating Product, Delivery, and other internal teams. Drive accountability and momentum across multiple workstreams, stakeholders, and dependencies. Create repeatable templates: success plans, comms cadences, adoption plans, QBR artifacts, risk frameworks. 5) Build the Playbook (Early-Stage “Pioneer” Work) Help define best practices for Strategic CS: segmentation, engagement models, EBR/QBR standards, adoption measurement, and scaled operating rhythms. Spot patterns across accounts and propose improvements to product, process, enablement, and GTM. What We’re Looking For (Required) 7+ years in enterprise / strategic Customer Success, account management, client services, or similar customer-facing roles with measurable business outcomes. Proven success owning enterprise relationships with senior stakeholders and navigating complex orgs. Strong commercial acumen: renewals, retention strategy, risk forecasting, and expansion identification (you understand how CS drives durable revenue). Demonstrated ability to lead ambiguity: you proactively create structure, frameworks, and momentum where none exists. Executive-ready communication: concise, structured, persuasive in writing and in the room. Comfortable learning new technology quickly and guiding customers through adoption of AI-enabled workflows. Willingness and ability to travel for customer meetings, customer events, and periodic team onsites/enablement. Preferred (Nice to Have) Experience in early-stage startups (or building a new function/pod/playbook inside a larger org). Domain exposure to legal, compliance, or regulated enterprise workflows. Background in sales, investment banking, legal, consulting, or professional services (helpful, not required). Experience selling/expanding products into enterprise accounts alongside Sales (while maintaining a trusted-advisor posture). Why You’ll Love Working Here High impact + high visibility: you’ll shape outcomes for marquee enterprise customers and influence how we scale Customer Success. Autonomy: you’ll own strategy and execution, not just tasks. Front-row seat to AI transformation: work directly with executive leaders solving meaningful, complex operational challenges. If you’re ready to take on the challenge and make an impact in a rapidly evolving industry, we want to hear from you! As set forth in Eudia’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr Eudia Counsel, LLC