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Lead customer onboarding and product adoption for the iLumos.ai AI-powered patent intelligence platform. Drive retention and engagement by managing pilot programs, collecting customer feedback, and executing go-to-market strategies for law firms and corporate IP teams.
Requires 3–5 years of experience in customer success, enterprise SaaS implementation, or professional services. Candidates must possess strong communication skills and an analytical mindset to manage complex technical workflows in a fast-paced environment.
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.
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.
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.
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.
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.
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.
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.
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.
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).
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:
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.Illuminating Innovation
Lumenci is the technology industry’s most strategic patent monetization partner. We work with the world’s top technology companies, law firms, inventors, and start-ups to find the value in their inventions and help them pursue—and defend—that value throughout the ideation to monetization lifecycle. We help clients convert innovation into patent portfolios and identify their best monetization opportunities We work with a wide variety of technologies including software, semiconductors, telecom, networking, and biotech technologies. Lumenci combines technology domain expertise with strategic industry connections to guide you on the best route to ROI. From ideation to monetization - we illuminate.
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