Customer Success Manager at Luminance in London, England, GB

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

We are looking for a Customer Success Manager to help customers successfully adopt and maximize value from Luminance’s enterprise LegalTech platform. This role is ideal for someone who enjoys working in a consultative, outcomes-driven way and who is confident guiding customers through structured onboarding and long-term adoption journeys.

As a Customer Success Manager at Luminance, you will partner with legal teams as they evolve their workflows and embrace AI-driven technology. You will play a key role in supporting customers through change, ensuring successful adoption, and helping them realize measurable value from their investment.

The successful candidate will combine strong relationship-building skills with analytical thinking and disciplined delivery. You will manage onboarding milestones, align stakeholders, and act as a strategic partner as customers modernize their legal operations.

We welcome candidates from Customer Success, Account Management, Project Management, Implementation, or client-facing legal roles including former lawyers who are passionate about technology and contributing to innovation within the legal industry.

Responsibilities

• Own and manage the post-sales customer experience across Luminance’s product suite

• Lead structured onboarding engagements, ensuring clear milestones, timelines, and stakeholder alignment

• Partner with customers as they adopt AI-driven solutions and modernize their legal workflows

• Guide customers through change management and drive strong user adoption across teams

• Act as the primary point of contact during onboarding and early lifecycle phases

• Build trusted relationships with key stakeholders across legal and business teams

• Partner with Sales, Implementation Specialists, Product, and Support teams to ensure a seamless and effective customer journey

• Monitor customer engagement and proactively address risks and opportunities

• Identify opportunities for account growth, renewals, and expanded product usage

• Advocate for customers internally, representing their feedback and priorities to Product and leadership teams to enhance product development and service delivery

• Deliver product demonstrations, training sessions, and enablement support

  • Experience in Customer Success, Account Management, Project Management, Implementation, Implementation Specialist, or a related customer-facing role within B2B SaaS - or experience as a legal professional transitioning into LegalTech
  • Demonstrated ability to manage structured onboarding processes or customer-facing projects
  • Experience supporting customers through technology adoption or organizational change initiatives
  • Strong organizational and project management skills, with the ability to manage timelines and stakeholder expectations
  • Experience supporting customers on guided, consultative software platforms (not purely self-serve)
  • Strong communication and stakeholder-management skills
  • Ability to quickly learn and confidently explain advanced product functionality
  • Analytical, proactive, and solution-oriented mindset
  • Bachelor’s degree or equivalent practical experience