Field Enablement Manager - Customer Success

1 нед. назад

ШвецияOnsite

Manage and scale customer success programs to enhance user onboarding and product adoption in a legal-tech AI workspace.

is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 2,100+ customers across 80+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $200M+ in ARR , with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI, Graceview, Cadastral, and Wexler. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining means three things.
We lean in: ownership over titles, outcomes over intentions.
We fight for excellence: high standards, direct, ego-free feedback.
We grow together: as a team and with our customers.
Mission before ego. Everyone contributes. No one coasts.
If you’re driven by impact, pace, and raising the bar. This is the place.

5+ years of experience across post-sales or customer-facing roles—such as Customer Success, Account Management, Customer Operations, or Management Consulting
You’ve held a customer facing role and translated complex workflows into scalable systems.
Experience in enabling high performing teams in high-growth B2B SaaS or enabling customers adopt transformative technology.
A builder with strong systems-thinking: you know how to take ambiguity and transform it into structured, scalable programs.
Exceptional communicator with the executive presence to partner with senior leadership and the EQ to collaborate across technical and GTM teams.
Proven track record of designing programs that drive measurable outcomes and enable teams to operate at a higher level.

You’ve worked directly with AI-powered customer workflows or technical SaaS products.
You’ve built certification-based CS or technical training that improved team performance.
You’ve scaled programs across multiple geographies or globally distributed teams.

Design and run certification-based programs spanning onboarding, everboarding, product mastery, AI/LLM fluency, customer engagement workflows, and core CS motions (adoption, value delivery, renewal, and expansion).
Build processes that standardize how Customer Success contributes to product releases, customer delivery, and overall GTM strategy.
Work closely with CS leadership to diagnose gaps, build repeatable systems, and drive measurable improvements in customer adoption, retention, and expansion.
Serve as the connective tissue between Product, Engineering, Sales, Legal Engineering, Support, and Product Marketing to ensure alignment across every program you run.
Create the frameworks, documentation, and workflows that scale how CSMs manage accounts, collaborate cross-functionally, and deliver structured customer insights back into product development.
Build mechanisms that ensure CSMs are consistently prepared for new product capabilities, AI advancements, and rapidly evolving customer needs.
Lead program strategy and execution for product launches, CS summits, release cycles, and strategic customer initiatives.
Ensure the Customer Success team shows up with clarity, consistency, and excellence during key company milestones.