Customer Success Manager (West Coast)

About Draftwise

DraftWise is at the forefront of AI in the legal industry, building a secure knowledge platform that helps lawyers at elite law firms draft, negotiate and review contracts faster, and with an edge over their competitors. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients. We use the latest in data management, machine learning and language analytics to help lawyers and legal professionals write better, safer contracts. Some reasons to join DraftWise:

• Our core offering has achieved product market fit proven by our partnerships with the industries leading Vault 10, Magic Circle and AMLAW 100 firms.
• Our founding team is composed of former Palantir and Google engineers along with an experienced lawyer from a top global law firm.
• We are backed by Y-Combinator and recently raised our $20M in our Series A backed by Index Ventures
• We are a fully remote company, though offer the option to co-work in our major cities in the US and Europe.
• We are working with the latest generative AI technology and developing practical applications of it for the legal industry
• We are solving problems that matter to lawyers, and our users love us for it!

About the role

About DraftWise

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DraftWise is building an innovative knowledge platform for the legal industry. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients. We use the latest in data management, machine learning and language analytics to help lawyers and legal professionals write better, safer contracts.

Our founding team is composed of former Palantir and Google engineers and an experienced lawyer from a top global law firm. Our highly talented team is designed to focus on building and delivering the best product in the industry, with the engineering, product and customer expertise to fulfill this promise. We are a fully remote company, though offer the option to cowork in our major cities in North America and Europe.

Our global culture means we hire only the best from around the world and value people who are respectful of their colleagues, who support each other to achieve our shared goals and who pride themselves on delivering high-quality work. While an early stage company, we are backed by Y-Combinator, Index Ventures, and leading VC funds and are generating revenue from some of the biggest names in the industry, members of the Vault 10, Magic Circle, Am Law 100 and other rankings of law firms. Our company is growing extremely fast, with customers across multiple countries and more to come. You will help our team grow with this rising demand and have a real impact on the most important law firms in the world.

About The Role

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As a Customer Success Manager, you will be a key partner to our small to mid- sized law firm and in-house legal customers, helping them get the most value from our platform. You'll be part of a collaborative team, working to onboard new customers, drive product adoption, and provide responsive, hands-on support to ensure a positive customer experience.

This is an exciting role for someone early in their career who's eager to develop skills in customer success, B2B SaaS, and the legaltech space. You will gain hands-on experience working with leading law firms while learning best practices in client engagement, product training, and customer relationship management. This position is remote but requires being located in Los Angeles, San Francisco or Seattle to support our customer base in the West region (PT).

What You’ll Do

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• Support our large enterprise customers in driving adoption across our users
• Manage and own a book of business for our small to mid-sized law firm and in-house legal customers
• Support onboarding of new customers, including account setup and introductory training sessions
• Track customer usage, adoption, and satisfaction
• Serve as a primary point of contact for customer support, resolving inquiries and technical issues and escalating to technical teams when needed
• Help prepare and update training materials, guides, and best-practice resources
• Monitor customer feedback and share insights with the Product team
• Maintain accurate customer records in our CRM and success tools
• Contribute to special projects aimed at improving the customer experience and scaling our support processes

What We Value

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• Strong communication skills in an open, collaborative environment
• Curiosity and eagerness to learn new skills and industries
• Proactive approach to solving problems and helping others
• Ability to work independently while knowing when to ask for help

About You

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We’re looking for someone who:

• Exceptional communication skills with an emphasis on building trust
• Has 2–4 years of experience in customer-facing roles (customer success, account management, support, or similar), ideally in a SaaS environment
• Is comfortable learning and explaining new technology to others
• Has strong organizational skills and attention to detail
• Enjoys working with a wide range of people and building positive relationships
• Located in Los Angeles, San Francisco, or Seattle

Bonus Points If You:

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• Have worked in or are interested in the legal industry or legal technology
• Have familiarity with CRMs and a curiosity about AI tools and their applications
• Have worked in a fast-paced startup environment

What We Offer

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• Flexible remote work - with a hybrid option if desired depending on location
• Equity plan
• Competitive salary
• Private medical care
• New laptop and a work-from-home stipend for necessary accessories
• Generous PTO / sick leave
• Opportunity to lead our company as we disrupt the legal world

Technology

We have plenty of challenges at all levels of the stack, from the nuts and bolts of designing a processing back-end engine, VM infrastructure and NLP all the way up to building beautiful web technology.

If you have the appetite for it, you’ll be able to drive the product direction.

Product: React, Typescript, Redux, Postgres, Java, Elasticsearch