Customer Success Manager, Legal AI at Theo Ai in Hayward, California

Job Title

Theo Ai builds the tools that are changing how litigation actually gets done. We work shoulder-to-shoulder with the attorneys who use our products - people who expect precision, speed, and judgment - and we hold ourselves to that same bar. Our two legal AI product lines turn the messy reality of legal work into something faster and sharper, so that lawyers can spend their time on strategy and outcomes instead of grunt work.

The Role

You'll partner closely with the legal teams already using Theo AI, helping them get maximum value from our products while serving as their trusted advisor. You'll understand how litigators work, guide customers through adoption, identify opportunities for growth, and bring customer insights back to Product to influence what we build next. This role sits at the intersection of law, customer success, and product. You'll own customer relationships while serving as the voice of the customer, helping shape our product through the insights you bring back from the field. Working closely with Go-to-Market, Product, and Engineering, you'll have significant ownership from day one and the opportunity to influence both the customer experience and the future of our products. Success in this role isn't about checking in with customers. It's about building trusted relationships, running a tight and thoughtful process, and helping shape products that solve our customers' biggest challenges.

What You'll Do

• Own a portfolio of existing enterprise legal accounts - you're accountable for keeping them, renewing them, and growing them.
• Build and drive the processes and playbooks behind customer success - onboarding, adoption, health monitoring, QBRs, and renewals - and improve them as we scale.
• Lead account reviews, success planning, and customer health monitoring to proactively identify risks, strengthen adoption, and uncover opportunities for growth.
• Serve as the voice of the customer, partnering with Product, Engineering, and Go-to-Market teams to translate customer feedback, workflow challenges, and usage insights into product improvements and roadmap priorities.
• Build trusted relationships with attorneys, legal operations professionals, and executive stakeholders, guiding product adoption and helping customers apply Theo AI to real litigation workflows, case strategy, and trial preparation.

What You'll Bring

You're an experienced customer success leader who builds structure where there isn't any yet. You know how to turn a book of accounts into lasting, growing partnerships - and you're energized by doing it in a domain as high-stakes as litigation.

• 3+ years in customer success or account management, owning enterprise customer relationships, renewals, and expansion.
• A track record of building and driving process - you've created the playbooks, cadences, and systems that make customer success repeatable and scalable, not just followed someone else's.
• Demonstrated success growing customer relationships through renewals, expansion, and long-term partnership.
• Strong communication skills and the ability to synthesize complex concepts for both business and technical audiences.
• A collaborative, ownership-oriented mindset - you proactively spot problems, raise your hand, and drive work forward.

Nice to Have

• A background in law - J.D., LL.M., or equivalent degree (LL.B. or equivalent international qualification) - or practical litigation exposure across legal research, discovery, case strategy, and trial preparation.
• Experience in legal tech, AI/ML, or enterprise SaaS.
• People-management or team-lead experience - you've coached, mentored, or managed others and are excited to help grow a function.
• A working feel for AI/ML and natural language processing in legal work.
• Familiarity with legal research platforms (Westlaw, Lexis, PACER, court filing systems).
• Comfort with CRM and customer-success tooling and with planning accounts around usage data.
• Experience running customer discovery and partnering with Product or Engineering teams.

Why Join Us

Grow in a rare direction

• Join a small team where customer insights directly influence what we build. You'll work alongside experienced legal and product leaders, partner closely with innovative legal teams, and help shape the future of legal AI through the relationships you build every day.
• Learn directly from the people building the company - close mentorship from experienced founders, advisors, and investors.
• Work in a culture that takes excellence seriously and people seriously, with real investment in your growth and your life outside work.

Compensation & Benefits

• Competitive compensation, equity, and comprehensive benefits package
• Medical, dental, and vision coverage
• 401(k) with company match
• 20 days of paid time off
• Wellness & growth perks: Culina nutrition coaching, Future fitness membership, professional coaching, and a Whoop device
• Hybrid schedule (San Francisco office on Wednesdays)
• Approximately 10-25% annual travel

To Apply

We'd love to hear from you. Submit your resume and, if you'd like, a short note telling us why you're excited about building AI products for litigators.