Customer Success Manager - AI Platform

Lumenci is looking for a Customer Success Manager – AI Platform to lead customer onboarding, product adoption, and ongoing support for iLumos.ai, our next‑generation AI‑powered patent intelligence platform. This Austin‑based role is ideal for professionals with 3–5 years of experience in customer success, enterprise SaaS implementation, or B2B technology who want to work at the forefront of AI and legal tech. As a Customer Success Manager, you will own the onboarding experience, drive retention and engagement, and deliver demos and enablement for law firms, patent investors, and corporate IP teams.

About Lumenci
Founded in 2018, Lumenci is a premier intellectual property consulting firm specializing in patent litigation, expert witness testimony, and patent monetization for leading corporations and global law firms operating across the software, telecommunications, semiconductors, and emerging technology sectors. 
A key part of Lumenci’s model is the integration of deep technical expertise with litigation strategy. Our teams support high-stakes disputes by developing technical narratives, performing rigorous analysis, and partnering with world-class expert witnesses whose testimony shapes case outcomes in courts and arbitration forums worldwide. 

Headquartered in Austin, Texas, with offices in San Francisco, New York, and Gurugram, India, Lumenci delivers end-to-end support spanning technical analysis, expert strategy, valuation, and monetization execution. Our differentiated approach, which includes combining engineering depth, litigation experience, and operational rigor, has resulted in long-term partnerships with leading law firms and technology companies navigating complex IP disputes. Lumenci is backed by VSS Capital Partners (“VSS”) and Century Equity Partners (“CEP”). VSS is a private equity firm dedicated to investing in tech-enabled business services, healthcare, and education companies. Since 1987, VSS has managed eight private capital funds with aggregate committed capital of nearly $4 billion across 103 platform companies and over 600 add-on acquisitions.

VSS’s investment in Lumenci was from VSS Structured Capital IV, L.P. (“VSS SC IV”), a $530 million fund that had its final closing in December 2022. CEP is a private equity firm headquartered in Boston, MA, that partners with companies seeking investments to support growth or fund acquisitions, partial buyouts, or recapitalization opportunities. 

Employment Type: Full-time, exempt 
Work Arrangement: Hybrid (possibility of remote with intention to relocate to Austin) 
Location: Austin, TX (required)
Reports To: Customer Success Lead

Lumenci is seeking a Customer Success Manager – AI Platform to support the launch, commercialization, and adoption of iLumos.ai, across law firms, patent investors, and corporate IP teams. This role is designed for an early‑to‑mid career professional with 3–5 years of experience who wants to grow at the intersection of enterprise legal SaaS, AI products, customer success, and go‑to‑market execution. The Customer Success Manager will work closely with the Customer Success & GTM Lead, Vice President of Product, and cross‑functional teams to onboard customers, support pilot programs, collect customer insights, and execute repeatable customer success motions for Lumenci’s AI‑powered patent intelligence platform.

Key Responsibilities

Customer Success and Platform Onboarding

• Own onboarding for law firms, enterprise customers, and early AI platform adopters under the guidance of the Customer Success & GTM Lead.

• Assist customers in navigating AI‑powered product workflows and implementation processes, ensuring a smooth and confident launch.

• Drive platform adoption by responding to customer questions, documenting best practices, and escalating issues as needed.

• Capture and organize customer feedback, workflow challenges, and adoption barriers for review by Product and Customer Success leadership.

Pilot Program Support and Product Commercialization

• Support coordination of iLumos pilot programs, including scheduling, customer communication, and tracking deliverables.

• Help structure pilot documentation, including success criteria, timelines, and enablement materials.

• Collect usage metrics and qualitative feedback from pilot customers and summarize insights for Product and GTM stakeholders.

• Contribute to playbooks and templates that support scalable onboarding and customer success programs.

Go‑To‑Market Execution and Customer Engagement

• Support go‑to‑market initiatives such as preparing customer‑facing presentations, assisting with product demos, and engaging early adopters.

• Partner with Sales, Product, and Marketing to ensure consistent messaging and positioning for iLumos.ai

• Help maintain CRM and customer tracking data related to pilots, onboarding status, and adoption milestones.

Customer Discovery and Market Intelligence

• Participate in structured customer discovery calls, taking notes and documenting key pain points and workflow needs.

• Help monitor competing legal tech, AI, and enterprise legal SaaS offerings and summarize relevant insights for the Product team.

• Assist in organizing customer and market feedback to inform product roadmap discussions.

Revenue and Expansion Support

• Track pilot outcomes and support conversion of successful pilots into recurring subscription or usage‑based revenue opportunities.

• Help identify upsell and expansion signals and route them to the Customer Success & GTM Lead and Sales.

• Maintain basic dashboards or reports that show customer health indicators, adoption metrics, and expansion opportunities.

Who You Are

• Customer‑focused professional who enjoys working with technology products and solving problems for customers.

• Curious about AI and legal technology, comfortable working with data and workflows, and eager to learn how enterprise software is adopted in complex environments.

• Collaborative team member who enjoys working across product, engineering, consulting, and commercial teams in a fast‑paced setting.

Required Qualifications

• 3–5 years of experience in one or more of the following areas:

  • Customer success or account management

  • Enterprise SaaS or software implementation

  • Product operations, sales engineering, or revenue operations

  • Consulting, professional services, or business operations

• Strong written and verbal communication skills, with comfort interacting with external customers and internal stakeholders.

• Ability to manage multiple tasks, follow structured processes, and maintain accurate documentation.

• Analytical mindset with the ability to work with basic product usage data, customer feedback, and workflow metrics.

• Comfortable working in a fast‑paced, evolving product environment with a high degree of ownership.

Preferred Qualifications

• Experience in one or more of the following areas is helpful but not required:

  • Customer success or onboarding for legal SaaS products

  • Legal technology, IP analytics, or adjacent professional services

  • Workflow automation, AI‑enabled tools, or data‑driven products

• Familiarity with CRM tools such as Salesforce or HubSpot and collaboration tools such as Jira, Confluence, or similar platforms.

• Exposure to or interest in go‑to‑market activities (e.g., supporting demos, pilot programs, or customer discovery).

Key Traits for Success

• Highly customer‑centric and service‑oriented.

• Organized and detail‑oriented, with strong follow‑through.

• Able to learn new technical concepts and translate them into practical steps for customers.

• Collaborative and low‑ego, able to work across product, engineering, consulting, and business teams.

• Proactive and resourceful, with a growth mindset.

What You Will Help Build

You will help shape and scale iLumos into a category-defining enterprise AI platform for the intellectual property ecosystem.

This includes helping drive:

• Enterprise adoption of AI-powered patent analytics workflows
• Scalable onboarding and customer success programs
• Product-market fit across law firms, patent investors, and corporate IP teams
• Commercialization of next-generation AI solutions for patent monetization and IP intelligence
• Repeatable enterprise AI adoption and customer engagement strategies
• The future of AI-enabled workflows across the broader IP ecosystem

Why you will love working for Lumenci: 

Be Part of a Global Team:  Joining Lumenci means joining a diverse and globally distributed team. You'll collaborate with talented individuals from different backgrounds and cultures, bringing unique perspectives to every project.

Growth and Development Opportunities:  At Lumenci, we believe in recognizing and rewarding merit. We offer opportunities for merit-based promotions, allowing you to advance your career based on your performance, contributions, and dedication. We are committed to supporting your professional growth and development, providing the resources and mentorship needed to excel in your role and take on new challenges.

Benefits & Total Rewards 

• 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.

Compensation and Pay Transparency 

The expected total annual compensation range for this role is $80,000–$115,000, which may include base compensation and other eligible incentive components.

Actual compensation will depend on skills, experience, and work location. For candidates in jurisdictions that require pay range disclosures, Lumenci will provide a good-faith compensation range for the candidate’s location as part of the job posting or during the interview process, consistent with applicable law. 

Salary History: In compliance with applicable laws, Lumenci does not request, require, or rely on an applicant’s prior salary history when determining a starting salary or during any part of the hiring process.

Equal Opportunity Employer: Lumenci is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Accommodation: If you require a reasonable accommodation to complete this application or participate in the interview process, please let your recruiter know.

Employment Relationship:  Nothing in this job description creates or is intended to create a contract of employment for any specific period of time. Employment with Lumenci, if offered, is on an at-will basis and may be terminated by either the employee or Lumenci at any time, with or without cause and with or without notice, subject to applicable law.