Client Success Manager (USA)

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. 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. 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 into outcomes clients care about: hours returned, consistency of work product, capacity created without added headcount Bring product news to the clients it helps: when a new capability solves a problem you know an account has, reach out personally and show them how to set it up Monitor account health and act early, treating every support conversation as an opportunity to retain, grow, or earn a referral Surface expansion opportunities — new practice areas, additional workspaces, new jurisdictions — and partner with sales to realize them Champion the client’s voice internally — bringing structured feedback to product and engineering, and working with marketing and the broader GTM team so enablement, messaging, and product direction are driven by what clients actually experience Build the client success playbook — onboarding guides, health frameworks, review templates — that will define how Laine serves clients as we scale in the U.S. What You Have Proven track record in client success, account management, or a comparable client-facing role in B2B software, with clear ownership of retention and growth outcomes Product obsession: you want to know a tool inside out — the features clients haven’t asked about yet, the edge cases, the reasoning behind how it works — not just well enough to answer questions Relationship builder at your core: you earn trust with senior, demanding, detail-oriented professionals and keep it over years, not quarters Strong commercial instincts — you notice patterns, follow up without being asked, and treat retention and expansion as things you actively build rather than things that happen to you Excellent communication skills, including the ability to hold a substantive conversation with lawyers and lead a business review with a firm’s leadership Organized and self-directed, able to manage a growing portfolio with rigor and consistent follow-through Comfort with ambiguity: this function and its playbook are still being defined, and you’ll help define them AI fluency and curiosity: you use AI every day as a force multiplier in your own work — and you can teach busy professionals to do the same Experience working in or adjacent to the legal industry a plus but not required How We Work These traits run through everyone on this team. You don’t need to arrive polished, but you’ll do your best work here if they sound like you: Seek the uncomfortable — growth lives outside the comfort zone, and we go there on purpose Challenge and be challenged — the best idea wins, no matter whose it is Accountability with vulnerability — own the outcome, and be honest about what you don’t know Play for each other — we win as a team or not at all Excellence in everything — quality is the brand, down to the smallest detail Compensation The annualized base salary range for this role is $80,000–$130,000, plus variable bonuses tied to client adoption, usage, and retention. The final offer will be based on experience, qualifications, and overall fit for the role. About Laine Legal AI that holds itself to the standards of the profession. Laine combines frontier AI with methodology built by practicing attorneys, giving law firms and in-house legal teams expert-quality drafting, review, and analysis — without the complexity that keeps most legal AI from being used. We are a rapidly growing, global team that cares about the quality of its work down to the last detail, and Austin is where we’re building the U.S. business side by side. Laine is an equal opportunity employer. Laine is committed to fostering a diverse, inclusive, and respectful workplace and welcomes applicants from all backgrounds. #J-18808-Ljbffr Laine