Client Success Manager

Role Details: Client Success Manager Location: Austin, TX (strongly preferred) Laine is building its U.S. commercial hub in Austin, and we want this role at the center of it. Candidates based in, or willing to relocate to, Austin, TX are strongly preferred. Exceptional candidates elsewhere in the United States will be considered and should be comfortable working across U.S. time zones as needed. Candidates must be authorized to work in the United States. Job Type: Full Time Team: Commercial Team Why Laine Join us at Laine, where we’re on a mission to make expert-quality legal work accessible to every law firm and legal team. Laine is legal software built by attorneys — decades of legal methodology, built into the product — so lawyers produce partner-level drafting, review, and analysis without changing the way they work. Legal AI will be one of the defining categories of this decade, and the companies that win it are being decided right now. We launched in Switzerland in 2026, and we’re now building our U.S. business from Austin. You’d be joining the commercial team at the heart of that expansion — early enough that your work shapes how we grow, who we reach, and how we win. If you push for excellence and want to help build something genuinely new in legal technology, we invite you to build with us. At Laine, the future of legal work is being written today — and we’re just getting started. Role Overview As Client Success Manager at Laine, you are an extension of the sales process, not the department after it. You will work alongside sales as deals come together, then curate each client’s onboarding, training, and support so choosing Laine and succeeding with Laine feel like one continuous experience. This is not the traditional CSM role: the success of the client is the mandate, and that mandate extends across whatever it takes — product, training, enablement, relationships. At its best, the job is half product expert and half advocate — you’ll know the product better than almost anyone at the company, spend most of your week directly with clients, and turn what you learn into the playbooks that define how we serve clients as we scale. Much of this function is still being built; you’d be one of the people building it, not inheriting it. In a profession built on relationships and judgment, you will be the person our clients know by name. What you’ll do Partner with sales as each deal comes together, then own the client journey for a portfolio of U.S. law firms and in-house legal teams — curating onboarding, training, and support through adoption, renewal, and expansion Run structured onboarding that gets every account to first value fast, tailored to the account’s practice areas, workflows, and firm standards Build durable relationships with managing partners, general counsels, and the attorneys using Laine daily — becoming a trusted advisor on how their practice runs, not just how the product works. Lead quarterly reviews for key accounts, translating usage #J-18808-Ljbffr