Customer Success Manager
Luminance is an enterprise contract-intelligence platform that uses specialist legal AI to help teams negotiate, analyze, and automate contract work.
Funding history
Investors
About Luminance
Born out of the University of Cambridge, Luminance provides a multi-agent, legal-AI platform that turns contractual language into business intelligence across the contract lifecycle, including negotiation, repository analysis, and workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the post-sales customer experience and lead structured onboarding engagements. You will align milestones, timelines, and stakeholders; guide technology adoption and change management; monitor engagement and risks; identify growth and renewal opportunities; deliver demonstrations and training; and represent customer feedback internally.
Requirements
- Experience in Customer Success, Account Management, Project Management, Implementation, or a related B2B SaaS customer-facing role, or legal professional experience transitioning into LegalTech
- Experience managing structured onboarding processes or customer-facing projects
- Experience supporting technology adoption or organizational change
- Project management and stakeholder-management skills
- Experience supporting customers on guided consultative software platforms
- Communication skills
- Ability to learn and explain advanced product functionality
- Bachelor’s degree or equivalent practical experience
Responsibilities
- Own the post-sales customer experience
- Lead structured onboarding engagements
- Align onboarding milestones, timelines, and stakeholders
- Guide technology adoption and change management
- Act as the primary contact during onboarding and early lifecycle phases
- Build relationships with legal and business stakeholders
- Partner with Sales, Implementation Specialists, Product, and Support
- Monitor customer engagement and address risks and opportunities
- Identify account growth, renewal, and expanded usage opportunities
- Advocate for customer feedback and priorities
- Deliver product demonstrations, training, and enablement support